Escalations Manager Jobs in Rochester, NY (NOW HIRING)

The Regional Head Of Customer Success (RHCS) is the senior customer-facing leadership role for Global Services within a defined geographic region. The role carries end-to-end accountability for customer outcomes across all four Lines Of Service; Contact Center (Customer Experience Centers), Technology & Service Operations, Financial Services, and Field Services, spanning both active deployment programs and steady-state service operations.

The RHCS operates as the single point of regional accountability for service governance, escalation management, and customer satisfaction, ensuring that Service Delivery Managers (SDMs), Technical Account Managers, Business Analysts, and Release Management & Planning resources are aligned, coordinated, and executing to Global Services standards. While SDMs retain program-level accountability, the RHCS provides the regional leadership layer that drives consistency, escalation resolution, and continuous improvement across the portfolio.

This role operates in a matrix environment. Multiple SDMs carry a dotted-line relationship to the RHCS, as do Release Management & Planning resources, Business Analysts, and Technical Account Managers embedded across programs in the region. The RHCS provides direction, prioritization alignment, and performance oversight across these resources without replacing the direct-line reporting structure of each function.

This role reports directly to the Senior Director, Customer Success and serves as the primary escalation and leadership interface between the regional program portfolio and the Global Services executive team.

• Regional Customer Success Leadership – Serve as the senior customer success leader for the region, accountable for the quality, consistency, and outcome of all customer-facing service activity across deployment and operations. The RHCS sets the standard for customer engagement across all four Lines Of Service, drives a customer-first culture across SDMs and dotted-line functions, and ensures that every program in the region reflects Global Services delivery standards.
• Deployment & Program Delivery Oversight – During active deployment phases, including program change, BAU change, security change, and maintenance activities, ensures that all Lines Of Service are mobilized, coordinated, and executing to contracted scope and schedule. Coordinate readiness activities across Contact Center, Technology & Service Operations, Field Services, and Financial Services ahead of major go-lives and change events. Ensure SDMs are embedded and effective across all active deployment programs within the region and that customers receive proactive, high-quality engagement throughout the deployment lifecycle.
• Service Operations & BAU Performance – In steady-state operations, ensure that contracted SLAs and KPIs are consistently met or exceeded across all programs and Lines Of Service within the region. Maintain regional oversight of service performance, incident management, ticket resolution, and escalation handling. Ensure SDMs are driving operational discipline, meeting response and resolution targets, and managing customer satisfaction proactively. Provide consolidated regional performance visibility to the Senior Director, Customer Success, including risk flags, trend analysis, and improvement initiatives.
• Escalation Ownership & Management – Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures. Act as the primary escalation point of contact for SDMs across programs within the region. Support SDMs in managing escalations and ensuring clear ownership and rapid resolution pathways. Coordinate cross-functional responses across technical, operational, and service teams. Engage customers directly on critical incidents where issues exceed SDM scope. Align SDMs, Technology & Service Operations leadership, and functional teams to resolve complex, cross-program, or systemic issues. Ensure escalation closure with documented root-cause analysis and corrective actions. Provide timely visibility and structured updates to leadership on all high-priority issues. Reduce the escalation burden on the Senior Director, Customer Success and CSO by owning regional resolution pathways end-to-end. Drive consistent escalation handling practices across the region.
• Cross-Line-Of-Service Coordination – Coordinate service delivery across all four Lines Of Service to ensure seamless, integrated customer outcomes. Resolve cross-functional dependencies, manage service handoffs, and ensure that no program or customer falls through the gaps between service functions. Lateral engagement with Contact Center, Technology & Service Operations, Field Services, and Financial Services leadership is a core and ongoing requirement of this role.
• SDM Performance & Capability – Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship to this role. Ensure SDMs implement best practices in service governance, customer engagement, and escalation handling. Monitor SDM performance against regional standards and intervene where gaps are identified. Drive capability development across the SDM population in the region, reinforcing consistent application of Global Services frameworks.
• Matrix Resource Coordination – Coordinate the activities of dotted-line resources, including SDMs, Business Analysts, Release Management & Planning functions, and Technical Account Managers, across programs in the region. Ensure these resources are prioritized effectively, operating to common standards, and contributing to regional customer outcomes in a coordinated manner. Navigate the matrix structure to remove blockers and align effort across functions.
• Standardization & Continuous Improvement – Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across all programs within the region. Identify best practices from individual programs and drive replication across the regional portfolio. Continuous improvement is approached not only at the program level but at the regional services model level.

• Escalation Resolution Time – Time to resolve high-severity incidents from point of escalation to closure, tracked per priority tier across all programs in the region.
• Client Satisfaction (CSAT / NPS) – Aggregated customer satisfaction and net promoter scores across all programs in the regional portfolio.
• SLA & KPI Compliance Rate – Percentage availability, percentage response within SLA, resolution times, and percentage abatements across Non-Field and Field Services, covering Contact Center, Technology & Service Operations, and Field Services.
• Incident Resolution Effectiveness – Reduction in repeat incidents and mean time to resolution versus baseline, tracking improvement across all Lines Of Service within the region over time.
• Unclosed Ticket Volume – Count of open and aged tickets across Contact Center, Technology & Service Operations, and Field Services per program within the region.

• Bachelor's degree in Business, Engineering, Information Technology, or a related discipline
• 12+ years of experience in service delivery, managed services, or mission-critical operations
• Demonstrated experience managing complex, multi-program service portfolios in a matrixed environment
• Proven track record of owning senior customer escalations and driving resolution across cross-functional teams
• Strong ITIL-based service management expertise with practical application in live operational environments
• Solid financial and commercial acumen, including cost-to-serve awareness and margin contribution understanding
• Experience in transit, transportation systems, fare payments, or regulated technology environments
• Demonstrated ability to lead and influence without direct authority across dotted-line and matrix reporting structures
• Experience leading global or multi-region services in a matrixed organization
• Exposure to PCI DSS, ISO 27001, or similar compliance and security frameworks

Cubic Pay Range:

*Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from our lowest geographic market up to our highest geographic market.

The Cubic pay range for this job level is a general guideline only and not a guarantee of compensation or salary. Additional factors considered in extending an offer include (but are not limited to) responsibilities of the job, education, experience, knowledge, skills, and abilities, as well as internal equity, alignment with market data, applicable bargaining agreement (if any), or other law.