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Executive Escalations Jobs (NOW HIRING)

Sunrun

Sr. Escalations Expert

Lehi, UT · On-site

$18 - $25/hr

The Senior Escalations Expert works directly with Sunrun Customer Care, Collections, Field Service, Consumer Compliance, Legal, and Executives with a focus on customer satisfaction in order to ...

Sunrun

Sr. Escalations Expert

Lehi, UT · On-site

$18 - $25/hr

The Senior Escalations Expert works directly with Sunrun Customer Care, Collections, Field Service, Consumer Compliance, Legal, and Executives with a focus on customer satisfaction in order to ...

Compass

Senior Product Operations Associate

New York, NY · On-site

$32 - $41/hr

Manage executive escalations and product-based de-escalations to ensure prompt and effective issue resolution. These escalations can range anywhere from account specific issues to product gaps.

Brillius

Oracle Fusion Program Manager

Miami, FL · On-site

$123.40K - $150.20K/yr

... executive escalations| cutover readiness| and go live successRequired Skills Experience12 years of ERP program management experience| including Oracle Fusion CloudProven delivery of large| multi ...

Assurant

Responsible for executive escalations and incident management program by investigating ... troubleshooting and resolving written customer concerns across multiple channels * Manage multiple ...

Chubb

Executive Support Lead

New York, NY

$115.80K - $165.20K/yr

Act as a central point of contact for executive escalations, and coordinating solutions as required. * Proactively identify and implement process improvements to enhance the efficiency and ...

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Executive Escalations information

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$26.5K

$93.6K

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How much do executive escalations jobs pay per year?

As of May 28, 2026, the average yearly pay for executive escalations in the United States is $93,552.00, according to ZipRecruiter salary data. Most workers in this role earn between $58,000.00 and $120,500.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as an Executive Escalations Specialist, and why are they important?

To excel as an Executive Escalations Specialist, you need deep knowledge of customer service practices, problem-solving abilities, and strong communication skills, often supported by experience in customer relations or a related field. Familiarity with CRM systems such as Salesforce, ticketing platforms, and internal knowledge bases is typically required. Exceptional emotional intelligence, conflict resolution, and active listening are vital soft skills for managing sensitive situations and building trust. These competencies are crucial for effectively resolving high-stakes issues, maintaining client satisfaction, and protecting the company's reputation.

How does the Executive Escalations team typically collaborate with other departments to resolve high-priority issues?

The Executive Escalations team works closely with departments such as Customer Support, Legal, Compliance, and Product Management to address and resolve complex or high-impact cases. Team members often coordinate cross-functional meetings and facilitate open communication channels to ensure all relevant information is gathered quickly. This collaborative approach helps ensure that escalated issues are resolved thoroughly and efficiently, while also identifying process improvements to prevent future escalations. Regular debriefs and follow-ups with involved teams are common to maintain transparency and drive continuous improvement.

What are Executive Escalations?

Executive Escalations refer to customer complaints or issues that have been escalated to the highest level of an organization, often involving direct intervention from senior leadership or specialized teams. These cases typically require urgent attention due to their complexity, impact, or the involvement of high-profile clients. Professionals in Executive Escalations handle sensitive situations, coordinate with various departments, and ensure that resolutions align with company policies and customer satisfaction. Their goal is to resolve issues efficiently while protecting the company’s reputation.

What is the difference between Executive Escalations vs Customer Support Specialist?

AspectExecutive EscalationsCustomer Support Specialist
Required CredentialsExperience in handling high-level client issues, often with industry-specific knowledgeCustomer service training, basic technical knowledge
Work EnvironmentHigh-pressure, problem-solving focused, often in corporate or enterprise settingsSupport centers, call centers, or online chat environments
Employer & Industry UsageCommon in tech, finance, and enterprise service sectorsWidespread across retail, telecom, and service industries
Search & Comparison IntentUnderstanding escalation processes, advanced issue resolutionBasic customer support roles, entry-level positions

Executive Escalations involve managing complex, high-priority client issues typically requiring specialized knowledge and experience. Customer Support Specialists handle general customer inquiries and support tasks. While both roles focus on customer satisfaction, Executive Escalations are more strategic and high-stakes, often dealing with escalated issues from frontline support.

What cities are hiring for Executive Escalations jobs? Cities with the most Executive Escalations 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 Executive Escalations jobs? States with the most job openings for Executive Escalations jobs include:
Executive Escalations jobs near you
Community Operations & Executive Escalations Manager

Community Operations & Executive Escalations Manager

Anthropic

San Francisco, CA

Other

Posted 14 days ago

Job description

About the role

We are seeking an Operations Manager to build and lead a new pillar of our Platform Operations function: Community Operations & Executive Escalations. This role will stand up the team, processes, and infrastructure that protect Anthropic's reputation when high-stakes user issues surface on social media or arrive through executive channels. You'll own end-to-end escalation management - detection, triage, incident coordination, and resolution- across two distinct but related workstreams: brand-impacting conversations on public social channels and high-sensitivity inbound from Anthropic employees on behalf of users. The ideal candidate combines calm-under-fire incident judgment with the operational rigor to build durable systems.

Responsibilities:
  • Hire, lead, and develop a high-performing team of Community Operations specialists, covering detection through resolution
  • Build the function from zero: stand up social listening infrastructure, define escalation criteria and severity tiers, author the incident management SOP, and establish coverage hours and on-call schedules
  • Own social monitoring across public channels - triaging brand mentions and running escalations to resolution
  • Own executive escalations end to end: receive inbound from Anthropic executives on behalf of users, lead your team in quarterbacking investigation and coordinate remediation across partner teams
  • Serve as the central coordination point during live escalations and drive public/private response decisions to closure
  • Build clear operating models with cross-functional teams so every stakeholder knows exactly where to send an escalation and what happens next
  • Define and report on success metrics (time to triage, time to resolution, escalation volume by source) and run post-incident reviews that feed learnings back into criteria and process
  • Develop response templates and playbooks for common scenarios so the team can move fast without sacrificing quality or judgment
  • Provide thoughtful coaching and feedback to your direct reports, and partner with them on their career development and growth
You may be a good fit if you have:
  • 8+ years of experience in community operations, escalations management, or a related field - ideally in a consumer or developer platform environment
  • 5+ years of people management experience, preferably in a fast-growing technology company
  • Direct experience running incident or escalation workflows: you've been the person managing the channel, paging the on-call, and writing the post-incident report
  • Familiarity with social listening tooling and the dynamics of how issues spread across public social platforms
  • Excellent judgment under pressure in reading a fast-moving situation, separating signal from noise, and making calls with incomplete information
  • Proven track record of building operational programs from 0 to 1: writing the SOP, defining the criteria, standing up the tooling, and then iterating as reality breaks your assumptions
  • Strong cross-functional influence and ability to align teams around a shared plan in real time, even when incentives differ
  • Clear, concise written communication - you can brief an executive in three sentences and document an incident so the next person can learn from it
  • Comfort with ambiguity and a bias toward action; this team doesn't exist yet and you'll be defining what good looks like
  • Excitement about protecting Anthropic's reputation and relationships at a moment when public attention on AI has never been higher

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