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Accountabilities:
- Serve as the primary escalation leader and customer advocate during high-visibility incidents.
- Analyze escalation trends and partner with teams to turn data into actionable business intelligence.
- Develop and execute a multi-quarter strategic roadmap to evolve escalation management.
Requirements:
- 10+ years in high-growth tech environments, including 7+ years in a leadership role reporting to Director level or above.
- Strong data literacy and experience with CRM and BI tools like Salesforce, Tableau, or Looker.
- Excellent stakeholder management, conflict-resolution, and cross-functional collaboration skills.
Benefits:
- Competitive compensation with salary range of $141,520–$176,900 and potential equity and bonus.
- Healthcare insurance benefits and 401(k) retirement savings program.
- Paid time off, parental leave, and remote-first work environment.