Program Manager, Escalation Management

Job Summary

To drive proactive service recovery and enhance escalation processes, the full-time remote Program Manager, Escalation Management will manage critical escalations, define risk signals, and collaborate across teams to implement data-backed solutions.

Key responsibilities

• Run the escalation operating rhythm, including daily case reviews and monthly business reviews
• Define risk-detection signals and design recovery paths to resolve issues before escalation
• Analyze escalation patterns and drive cross-functional execution to implement effective solutions

Required qualifications

• 5+ years of program or escalation management experience in customer experience or partner operations
• Proven ability to manage cross-functional programs with measurable outcomes in high-pressure situations
• Strong analytical skills, including proficiency in SQL and experience with visualization tools
• Understanding of contact center metrics and the operational levers that influence them
• Track record of building executive-level reporting that informs decision-making