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Escalations Manager Jobs (NOW HIRING)

UKG, Inc.

Escalation Manager III- Eng

Lowell, MA · On-site

$71.90K - $103.35K/yr

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...

UKG, Inc.

Escalation Manager III- Eng

Atlanta, GA · On-site

$71.90K - $103.35K/yr

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...

UKG, Inc.

Escalation Manager III- Eng

Lowell, MA · On-site

$71.90K - $103.35K/yr

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...

UKG

Escalation Manager III- Eng

Atlanta, GA · On-site

$71.90K - $103.35K/yr

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...

UKG

Escalation Manager III- Eng

Lowell, MA · On-site

$71.90K - $103.35K/yr

The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering ...

Waymo

Escalation Manager Lead

Tempe, AZ

$17.75 - $19.75/hr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

Adit

Key Responsibilities Handle and manage critical customer escalations with urgency and ownership Act as the primary point of contact for high-impact issues Coordinate with internal teams (Support ...

Apex Informatics

Infrastructure Escalation Manager

This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in ...

Apex Informatics

This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in ...

Apex Informatics

Infrastructure Escalation Manager

This position will provide oversight and management of escalations from the business and within Global Hosting. The ideal candidate will have strong Infrastructure, Cloud and Operations experience in ...

Waymo

Escalation Manager Lead

Tempe, AZ · On-site

$190K - $234K/yr

Directly manage, mentor, and develop a team of 24/7 Escalation Managers, ensuring consistent leadership across all shifts * Design and optimize shift schedules, handover protocols, and fatigue ...

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Escalations Manager information

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$35.5K

$102.3K

$165K

How much do escalations manager jobs pay per year?

As of May 28, 2026, the average yearly pay for escalations manager in the United States is $102,286.00, according to ZipRecruiter salary data. Most workers in this role earn between $76,000.00 and $129,000.00 per year, depending on experience, location, and employer.

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.

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.

What are Escalations Managers?

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.

More about Escalations Manager jobs
What cities are hiring for Escalations Manager jobs? Cities with the most Escalations Manager job openings:
What are the most commonly searched types of Escalations jobs? The most popular types of Escalations jobs are:
What states have the most Escalations Manager jobs? States with the most job openings for Escalations Manager jobs include:
What job categories do people searching Escalations Manager jobs look for? The top searched job categories for Escalations Manager jobs are:
Escalations Manager jobs near you
Infographic showing various Escalations Manager job openings in the United States as of May 2026, with employment types broken down into 39% Full Time, 21% Part Time, 39% Contract, and 1% Summer. Highlights an 97% Physical, 2% Hybrid, and 1% Remote job distribution, with an average salary of $102,286 per year, or $49.2 per hour.

Escalation Manager III- Eng

UKG, Inc.

Lowell, MA • On-site

$71.90K - $103.35K/yr

Other

This job post has expired 1 day ago. Applications are no longer accepted.

UKG rating

8.8

Company rating: 8.8 out of 10

Based on 37 frontline employees who took The Breakroom Quiz

31st of 184 rated software companies

Job description

Why UKG:
At UKG, the work you do matters. The code you ship, the decisions you make, and the care you show a customer all add up to real impact. Today, tens of millions of workers start and end their days with our workforce operating platform. Helping people get paid, grow in their careers, and shape the future of their industries. That's what we do.
We never stop learning. We never stop challenging the norm. We push for better, and we celebrate the wins along the way. Here, you'll get flexibility that's real, benefits you can count on, and a team that succeeds together. Because at UKG, your work matters-and so do you.
About the Team:
The Engineering Escalation Management team is a part of the Engineering and Product organization within UKG. This team is a liaison between UKG's Customer Experience organization and the Engineering and Product org. We provide insights into trends to help improve the end-to-end customer experience.
About the Role:
The Escalation Manager is responsible for providing customer escalation management support to Customer Experience teams and Sr Engineering Leadership. The Escalation Manager will act as a liaison and coordinate internal efforts to help obtain issue resolution for reported escalated issues that have a significant impact on our customer's business.
The Escalation Manager will:

  • Collaborate cross organizationally with Engineering leadership to obtain clear ownership, traction, and prioritization for escalated customer issues
  • Communicate to key leadership stakeholders the current status, actions taken and next steps
  • Partner with Customer Experience teams to understand business impact
  • Ensure customer engagements have met the desired goals and outcomes before disengaging
  • Review weekly, monthly and quarterly reporting and assess impact proactively to Engineering Escalation Management

About You:
Basic Qualifications:
• Ability to handle highly escalated customer situations and assess their business impact
• Able to break down complex, technical processes into simple, logical steps
• Knowledge of working with developers and software engineers
• Work under time constraints
• Previous experience engaging and working with cross-functional enterprise level software development projects
• Previous experience as a software engineer, debugging, designing and developing web-based business applications
• Strong verbal and written communication - must be comfortable working directly with SMEs (Subject Matter Experts)
• Capable of working on multiple projects while maintaining close attention to detail
• Excellent analytical, organizational and project management skills
• Effective problem-solving and strong interpersonal skills with positive, 'can do' attitude
• Self-Motivating, dedicated, with a strong sense of accountability
• Excellent ability to handle multiple tasks under tight deadlines
Preferred Qualifications:
• Working knowledge of Human Resources and Payroll Systems
• Working knowledge of JIRA
• Working knowledge of Salesforce
• Working knowledge of Microsoft Office applications including PowerBI
Company Overview:
UKG is the Workforce Operating Platform that puts workforce understanding to work. With the world's largest collection of workforce insights, and people-first AI, our ability to reveal unseen ways to build trust, amplify productivity, and empower talent, is unmatched. It's this expertise that equips our customers with the intelligence to solve any challenge in any industry - because great organizations know their workforce is their competitive edge. Learn more at ukg.com.
Equal Opportunity Employer
UKG is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, disability, religion, sex, age, national origin, veteran status, genetic information, and other legally protected categories.
View The EEO Know Your Rights poster
UKG participates in E-Verify. View the E-Verify posters here.
It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.
Disability Accommodation in the Application and Interview Process
For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com.
The pay range for this position is $71,900.00 to $103,350.00. The actual base pay offered may vary depending on skills, experience, job-related knowledge and work location. In addition to base pay, employees may be eligible to participate in a performance-based bonus plan and to receive restricted stock unit awards as part of total compensation. Learn more about UKG's benefits and rewards at https://www.ukg.com/about-us/careers/benefits

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