Escalation Manager, CSS

We’re seeking a highly skilled Escalation Manager to drive strategic value, cross-functional alignment, and continuous improvement in our escalation management practices. You will set standards, lead process and cultural improvements, ensuring that our response to critical escalations is world-class, data-driven, and customer-centric. This role is pivotal in shaping how Atlassian manages high-impact incidents, partners across teams, and embeds resilience and learning into our operations. Key functions of this opportunity include: Crisis Leadership & Stakeholder Management: Proactively own high-impact escalations, act with urgency and clarity, maintain trust, and foster a culture of accountability and composure across teams. Cross-Functional Coordination & Communication: Design and optimize escalation processes, align diverse stakeholders, resolve conflicts, and lead clear, customer-centric communications—including executive briefings. Tools, Automation & Analytics: Automate workflows, integrate tools, and leverage analytics to drive continuous process improvement and data-driven decisions. Analytical Problem-Solving & Root Cause Analysis: Identify systemic risks, lead RCAs, connect incidents to broader themes, and mentor others in advanced problem-solving and data analysis. Business Impact & Change Leadership: Assess and communicate business impact, align actions with priorities, and champion change and process improvements. Governance, Continuous Improvement & Post-Incident Review: Define and audit escalation standards, lead post-incident reviews, embed best practices, and ensure organization-wide learning.