Critical Accounts Program Manager

Job Summary

Leading cross-functional teams to resolve high-priority customer and product escalations, the full-time remote Critical Accounts Program Manager will drive strategic escalation management, establish governance and operational standards, and oversee executive communications to protect brand reputation and enhance customer trust.

Key responsibilities

• Drive strategic escalation management by leading teams to resolve complex customer and product issues
• Establish governance and operational standards to bring clarity to crisis situations
• Manage executive communications, providing updates on critical issues and recovery progress

Required qualifications

• 7-10+ years of experience in executive customer escalations and 10+ years of management experience
• Bachelor's degree required; equivalent experience considered
• Deep expertise in leading high-stakes customer escalations and navigating crisis situations
• Proven track record in establishing operational governance and developing KPIs
• Strong familiarity with enterprise incident management platforms and technical resource coordination