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Escalations Manager Jobs in Rochester, NY (NOW HIRING)

Kodak

Quality Manager

Rochester, NY · On-site

... escalated and high-impact issues Develop and track key quality and complaint metrics (cycle time ... Partner with quality management, operations, engineering, and supply chain to drive quality ...

Kodak

Quality Manager

Rochester, NY

$115K/yr

... escalated and high-impact issues • Develop and track key quality and complaint metrics (cycle ... management, operations, engineering, and supply chain to drive quality improvements • Build and ...

Kodak

Quality Manager

Rochester, NY · On-site

... escalated and high-impact issues • Develop and track key quality and complaint metrics (cycle ... management, operations, engineering, and supply chain to drive quality improvements • Build and ...

Corning

Supplier Quality Manager

Fairport, NY · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Lead the escalation and structured resolution of critical supplier quality issues, ensuring timely ... Prior program management or cross-functional leadership experience * Experience driving quality ...

Corning

Supplier Quality Manager

Fairport, NY

$141K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Lead the escalation and structured resolution of critical supplier quality issues, ensuring timely ... Prior program management or cross-functional leadership experience * Experience driving quality ...

Corning

Supplier Quality Manager

Fairport, NY · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Lead the escalation and structured resolution of critical supplier quality issues, ensuring timely ... Prior program management or cross-functional leadership experience * Experience driving quality ...

Corning

Supplier Quality Manager

Fairport, NY · On-site

$102K - $141K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Lead the escalation and structured resolution of critical supplier quality issues, ensuring timely ... Prior program management or cross-functional leadership experience * Experience driving quality ...

Corning

Supplier Quality Manager

Fairport, NY · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Lead the escalation and structured resolution of critical supplier quality issues, ensuring timely ... Prior program management or cross-functional leadership experience * Experience driving quality ...

Kiongroup

Director, Project Management

Henrietta, NY

$180K - $210K/yr

Excellent stakeholder, negotiation and escalation management. * Strong planning, scheduling and earnedvalue familiarity (MS Project, Primavera or equivalent). * Datadriven decision making; uses KPIs ...

New

Kiongroup

Director, Project Management

Henrietta, NY · On-site

$180K - $210K/yr

Excellent stakeholder, negotiation and escalation management. * Strong planning, scheduling and earnedvalue familiarity (MS Project, Primavera or equivalent). * Datadriven decision making; uses KPIs ...

New

M&T Bank

Branch Manager

Rochester, NY

Manages all activities of a branch. Responsible for the overall success of the branch operating ... Provide coaching and guidance to improve and reduce future problem resolution/escalations.

M&T Bank

Branch Manager

Rochester, NY · On-site

Manages all activities of a branch. Responsible for the overall success of the branch operating ... Provide coaching and guidance to improve and reduce future problem resolution/escalations.

Fulenwider Enterprises

Assistant Manager

Holley, NY · On-site

Customer service - ensure that customers have a positive dining experience and provide customer support in escalated situations. * Employee management - supervises employees, develops employees and ...

Paychex

Relationship Manager

Rochester, NY · On-site

$59K - $93K/yr

  • Medical

  • Retirement

  • PTO

... escalated issues, including payroll and ancillary product matters, "how-to" product inquiries ... Management - Preferred * Customer Service - Preferred * Relationship Management - Preferred

CallTower, Inc.

Client Success Manager

Rochester, NY

$68K - $80K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Client Success Manager will work with cross-functional teams to respond to customer requests and address escalated issues. This individual will lead the Client Success Program as outlined for the ...

New

CallTower, Inc.

Client Success Manager

Rochester, NY · On-site

$68K - $80K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Client Success Manager will work with cross-functional teams to respond to customer requests and address escalated issues. This individual will lead the Client Success Program as outlined for the ...

New

Creation

Procurement Manager

Newark, NY

$90K - $130K/yr

The Procurement Manager acts as the primary escalation point for issues, builds positive relationships with internal and external customers, and supports corporate strategic initiatives for Supply ...

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All JobsEscalations JobsEscalations Manager JobsEscalations Manager Jobs in Rochester, NY

Escalations Manager information

See Rochester, NY salary details

$35K

$100.9K

$162.8K

How much do escalations manager jobs pay per year?

As of Aug 13, 2026, the average yearly pay for escalations manager in Rochester, NY is $100,922.00, according to ZipRecruiter salary data. Most workers in this role earn between $75,000.00 and $127,300.00 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 Rochester, NY?

For Escalations Manager jobs in Rochester, NY, the most frequently searched job titles are:

What job categories do people searching Escalations Manager jobs in Rochester, NY look for?

The top searched job categories for Escalations Manager jobs in Rochester, NY are:

What cities near Rochester, NY are hiring for Escalations Manager jobs?

Cities near Rochester, NY with the most Escalations Manager job openings:

Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in Rochester, NY as of August 2026, with employment types broken down into 1% As Needed, 84% Full Time, 14% Part Time, and 1% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $100,922 per year, or $48.5 per hour.

Customer Service Lead

Raymour & Flanigan

Rochester, NY • On-site

$20/hr

Other

Medical, Retirement

Posted 8 days ago

Raymour & Flanigan rating

6.3

Company rating: 6.3 out of 10

Based on 51 frontline employees who took The Breakroom Quiz

39th of 62 rated furniture retailers

Job description

*Starting at $20 hourly
Who we are:
With Raymour and Flanigan, you'll quickly learn that our core beliefs are about you! We believe that if we treat our associates well, they will treat our customers well. We will continually ask you to think outside of the box to raise the bar in our business and we will do the same for you! That's why we pride ourselves on having the most competitive and comprehensive compensation packages in the furniture industry. This includes health benefits, 401k with company match plus profit sharing, cross training, annual breakfast prepared by our owners and so much more!
What you'll do:
As a Customer Service Lead, you will play an important role in the lifecycle of every customer's purchase. You bridge the gap between the dream and the reality by assisting customers with scheduling their deliveries, managing payments, and skillfully acknowledging customer questions and concerns. You will work independently as well as support a small team to ensure our vision of enhancing the customer shopping experience is continually strengthened.
What we need from you is:
  • Consistently to provide genuine, friendly, personable, and professional service.
  • Effective communication, interpersonal, and organizational skills in person and on the phone.
  • Demonstrate excellent listening skills and the ability to multi-task within a fast-paced service environment.
  • Liaison between senior leadership and team members.
  • Proactively resolve escalated customer issues.
  • Support sales and operations team members to go above and beyond by advocating for every customer's concerns and requests.
  • Flexibility to work a retail schedule that includes days, nights, weekends, holidays, and events.

We can't wait to get to know you!
For a more detailed look into this role click here
or copy and paste the following link if using a mobile device
https://recruiting.adp.com/portal-upload/RMPOD3WebDocument/2025/1/clientdata_1147511/17/1555/395a1ba7-098e-4321-9995-e7770996098d.docxhttps://recruiting.adp.com/portal-upload/RMPOD3WebDocument/2024/6/clientdata_1147511/4/1555/acc87ee8-b0cc-448a-ad13-6442429c04d7.pdf
Raymour & Flanigan supports an inclusive workplace where associates excel based on personal merit, qualifications, experience, ability, and job performance.
Please note that we are currently unable to offer visa sponsorship for this position. Candidates must have authorization to work in the U.S. without the need for sponsorship now or in the future.
We are strongly committed to inclusivity and diverse workforce. We are committed to a discrimination free workplace where associates are treated with respect and dignity. To achieve this, we do not discriminate against any associate or applicant on the basis of race, creed, color, religion, sex (including pregnancy), age, national origin, physical or mental disability, status as a victim of domestic violence, sexual orientation, sexual and other reproductive health decisions, marital or familial status, genetic information or other basis protected by law.
Raymour & Flanigan proudly supports a drug and smoke-free work environment.
Customer service representative Customer Service Lead Customer Service Assistant Manager Customer support Call center Customer satisfaction Problem-solving Communication skills Customer inquiries Ticketing system Customer complaints Conflict resolution Product knowledge Order processing Service inquiries Multitasking Active listening Empathy Resolution time Customer feedback Service excellence Escalation management Chat support Email support CRM (Customer Relationship Management)

What Raymour & Flanigan employees say

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