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Escalations Manager Jobs in Riverside, CA (NOW HIRING)

Kia America

Escalated Case Administration Manager

Irvine, CA · On-site

$21.50 - $27.75/hr

Status Exempt General Summary The Escalated Case Administration Manager oversees the Escalated Case Administration team and ensures the timely, accurate handling of complex customer cases. Working ...

Cyxtera

Customer Success Manager

Irvine, CA · Hybrid

Customer Success activities include ongoing management and oversight of our customers: on-boarding, ... Prioritize and drive resolution on escalated customer issues * Leverage customer relationships as ...

C Square

Customer Success Manager

Irvine, CA · On-site

Customer Success Manager Csquare is seeking a talented, highly motivated individual to serve as a ... Prioritize and drive resolution on escalated customer issues * Leverage customer relationships as ...

Meriplex Communications

Lead Managed Services

Irvine, CA · On-site

$80K - $100K/yr

Previous experience as a technical lead, service delivery lead, incident manager, or escalation manager. * Strong understanding of ITIL principles, particularly Incident, Problem, and Change ...

Staff Boom

Insurance Operations Supervisor

Anaheim, CA · On-site

Escalation Management · Serve as the first leadership escalation point for partner concerns or service delivery issues. · Work with internal operations teams to resolve issues impacting partner ...

STM Consulting, Inc.

SAP Program Manager

Corona, CA · On-site

Escalation management: Managing escalations and customer communications Reporting: Ensuring weekly status reports and conducting internal governance meetings. Adherence to internal quality (Delivery ...

Newegg

Category Manager

Diamond Bar, CA · On-site

Manage bottlenecks, provide escalation management, anticipate and make trade-offs, balance business needs versus technical constraints, and maximize business benefit while building great customer ...

New

Shield

IT Support Supervisor

Anaheim, CA · On-site +1

$80K - $90K/yr

Assists Manager with Level I/II onboarding and skills development as needed. The IT Escalation Supervisor may need to work directly with clients when necessary to ensure customer satisfaction. This ...

Proofpoint

Manager, Threat Protection Services

Irvine, CA · On-site

$156K/yr

Respond to customer escalations and proactively escalate when needed * Monitor level of customer ... Managed security or consultancy experiencerequired * Proven leadership ability with a history of ...

Ingrammicro

Sr IT Vendor Manager

Irvine, CA · On-site

$116K - $197K/yr

The role establishes vendor strategy and governance, oversees contracts and commercials, manages vendor performance, escalations, risks & compliance and enables strong cross-functional collaboration.

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Escalations Manager information

See Riverside, CA salary details

$37K

$106.7K

$172.1K

How much do escalations manager jobs pay per year?

As of Aug 8, 2026, the average yearly pay for escalations manager in Riverside, CA is $106,711.00, according to ZipRecruiter salary data. Most workers in this role earn between $79,300.00 and $134,600.00 per year, depending on experience, location, and employer.

How does an escalations manager typically collaborate with cross-functional teams to resolve complex customer issues?

As an Escalations Manager, you will regularly work with teams such as customer support, product development, engineering, and sales to address and resolve challenging customer concerns. This collaboration often involves facilitating meetings, collecting technical details, and ensuring all stakeholders are aligned on the resolution strategy. Effective communication and strong problem-solving skills are key, as you’ll need to coordinate resources and provide customers with timely updates. Building strong relationships with internal teams is essential to expedite solutions and prevent similar issues in the future.

How to become an escalations manager?

To become an escalations manager, candidates typically need several years of experience in customer service, support, or operations roles, along with strong problem-solving and communication skills. A bachelor's degree in business, management, or a related field is often preferred, and familiarity with customer relationship management (CRM) tools can be beneficial. Developing leadership abilities and understanding company policies for handling complex issues are also important for advancement into this role.

What are the key skills and qualifications needed to thrive as an escalations manager, and why are they important?

To thrive as an Escalations Manager, you need expertise in problem-solving, conflict resolution, and customer service, typically backed by experience in support or operations management. Familiarity with CRM platforms like Salesforce, ticketing systems, and data analysis tools is often required, alongside certifications in ITIL or customer service management. Strong communication, emotional intelligence, and leadership skills help you defuse tense situations and guide teams effectively. These abilities are crucial for resolving high-impact issues quickly, maintaining customer satisfaction, and protecting the company’s reputation.

What is an escalations manager?

Escalations Managers are professionals responsible for handling and resolving complex or high-priority customer issues that frontline support teams are unable to resolve. They coordinate between different departments, communicate directly with customers, and ensure that problems are addressed quickly and effectively. Their role also involves identifying recurring issues, recommending process improvements, and maintaining customer satisfaction by ensuring timely resolutions. Escalations Managers often work in industries like technology, telecommunications, or customer service, where managing customer relationships is critical.

What is the difference between Escalations Manager vs Customer Support Manager?

AspectEscalations ManagerCustomer Support Manager
ResponsibilitiesHandles complex customer issues, manages escalation processes, resolves high-priority complaintsOversees customer service teams, manages support operations, improves customer satisfaction
Required SkillsProblem-solving, conflict resolution, communication, technical knowledgeLeadership, communication, customer service skills, team management
Work EnvironmentFast-paced, problem-solving focused, often within customer service or technical support teamsTeam management, strategic planning, customer interaction
Common Industry UsageTechnology, telecommunications, SaaS companiesRetail, finance, technology, service industries

The Escalations Manager focuses on resolving complex and high-priority customer issues, often requiring technical expertise and problem-solving skills. In contrast, the Customer Support Manager oversees the entire support team, ensuring overall customer satisfaction and support efficiency. Both roles are vital in customer service but differ in scope and focus.

What are popular job titles related to Escalations Manager jobs in Riverside, CA? For Escalations Manager jobs in Riverside, CA, the most frequently searched job titles are:
What job categories do people searching Escalations Manager jobs in Riverside, CA look for? The top searched job categories for Escalations Manager jobs in Riverside, CA are:
What cities near Riverside, CA are hiring for Escalations Manager jobs? Cities near Riverside, CA with the most Escalations Manager job openings:
Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Riverside, CA as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 84% Physical, 3% Hybrid, and 13% Remote job distribution, with an average salary of $106,711 per year, or $51.3 per hour.

Escalated Case Administration Manager

Kia America, Inc.

Irvine, CA • On-site

$21.50 - $27.75/hr

Full-time

Medical, Dental, Vision, Retirement, PTO

Posted 17 days ago

Job description

At Kia, we’re creating award-winning products and redefining what value means in the automotive industry. It takes a special group of individuals to do what we do, and we do it together. Our culture is fast-paced, collaborative, and innovative. Our people thrive on thinking differently and challenging the status quo. We are creating something special here, a culture of learning and opportunity, where you can help Kia achieve big things and most importantly, feel passionate and connected to your work every day.

Kia provides team members with competitive benefits including premium paid medical, dental and vision coverage for you and your dependents, 401(k) plan matching of 100% up to 6% of the salary deferral, and paid time off. Kia also offers company lease and purchase programs, company-wide holiday shutdown, paid volunteer hours, and premium lifestyle amenities at our corporate campus in Irvine, California.
Status

Exempt 

General Summary

The Escalated Case Administration Manager oversees the Escalated Case Administration team and ensures the timely, accurate handling of complex customer cases. Working closely with Escalated Case Representatives, the Escalated Case Coordinator, and field technical teams, the role facilitates case processing, goodwill decisions, and other customer resolutions while providing recommendations on service-related issues.

Key responsibilities include managing claims and requests such as goodwill assistance, Better Business Bureau directives, Attorney General inquiries, and reimbursement requests. The manager must maintain knowledge of state regulations affecting customer service operations and may represent the organization in arbitration or legal proceedings when needed.

Additionally, the role directs the tracking and disposition of reacquired vehicles and plays a critical role in improving customer and dealer satisfaction, strengthening owner retention, and supporting overall organizational success.

Essential Duties and Responsibilities

Priority One - 40%

Coordinate and facilitate the administration and documentation of all escalated customer cases. 

Priority Two - 20%

Manage the response to BBB and/or state arbitration requests, final repair notices, Motor Vehicle Defect notices, Regional Management requests, etc. 

Priority Three - 20%

Works in conjunction with Field Technical Manager to review records submitted by DPSMs/RPSMs to ensure quality and expedient assessments. Works with Management to improve processes to streamline repairs and information dissemination among field and corporate personnel.

Priority Four - 10%

Works with Field Technical Managers, RPSMs and DPSMs to review and assess Dealer compliance with Service Alert, Techline, and other state/federal mandated requirements, to improve the repair process.

Priority Five - 10%

Develops and integrates effective monitoring tools to track vehicle quality and performance issues. 

Personally Performed Duties

  • Daily management of processes to respond to customer correspondence, final repair notices/Motor Vehicle Defect Notices, correspondence to KMA Executives, and other outside communications in a timely manner by ensuring proper workflow escalation and handling.  This includes case creation in Clarify and case assignment to the appropriate team member. 
  • Manage the administration of certain customer claims. 
  • Coordinate with Field Technical Managers, RPSMs and DPSMs to review and assess Dealer compliance with Service Alert, Techline, and other state/federal mandated requirements, to improve the vehicle repair process at dealers. 
  • Provide general root-cause assessment of dealership service, specifically as it relates to service process failures, and assist in the development of corrective action. 
  • Develop effective monitoring tools to track customer handling and vehicle repair trends.   
  • Direct the development and implementation of any ad hoc projects/reports as requested by management to support departmental goals
  • Maintain 100% completion of Kia University training requirements, as dictated by National Consumer Affairs Manager and ensure team is 100% trained.
  • Occasional travel may be required domestically and/or internationally.
  • The position is required to work varying shift(s) as needed to support assigned dealerships/Districts/Regions
Qualifications/Education
  • Bachelor’s degree required
  • Minimum 5 years’ management responsibility
Job Requirement

Overall Related Experience:

  • A minimum of four years’ automotive industry experience preferred. 

Directly Related Experience:

  • Minimum two years’ claims handling experience
Specialized Skills and Knowledge Required
  • Demonstrated good judgment and initiative essential.
  • Collaboration and team orientation and follow-through skills essential.
  • Knowledge of the various state/federal requirements covering vehicle and customer service.
  • Strong written and oral communication       
  • Detail-oriented with excellent analytical and critical-thinking skills
  • Knowledge and skill planning, training, motivation, implementation and management.
  • Demonstrated consumer contact skills.
  • Highly motivated team player spirit and attitude.
  • Excellent written and oral skills
  • MS Office proficiency (Word, Excel, PowerPoint).

Competencies

  • Care for People
  • Chase Excellence Every Day
  • Dare to Push Boundaries
  • Empower People to Act
  • Move Further Together

Pay Range

$89,936.24 - $121,409.23 

Pay will be based on several variables that are unique to each candidate, including but not limited to, job-related skills, experience, relevant education or training, etc.

Equal Employment Opportunities

KUS provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, ancestry, national origin, sex, including pregnancy and childbirth and related medical conditions, gender, gender identity, gender expression, age, legally protected physical disability or mental disability, legally protected medical condition, marital status, sexual orientation, family care or medical leave status, protected veteran or military status, genetic information or any other characteristic protected by applicable law.  KUS complies with applicable law governing non-discrimination in employment in every location in which KUS has offices.  The KUS EEO policy applies to all areas of employment, including recruitment, hiring, training, promotion, compensation, benefits, discipline, termination and all other privileges, terms and conditions of employment.

Disclaimer:  The above information on this job description has been designed to indicate the general nature and level of work performed by employees within this classification and for this position.  It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

Employment Type

Kia America logo

About Kia America

Sourced by ZipRecruiter

Industry

Motor vehicle manufacturing

Company size

501 - 1,000 Employees

Headquarters location

Irvine, CA, US

Year founded

1994

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