Manager

• Manage critical customer escalations and high-visibility incidents, ensuring swift resolution and minimal business impact
• Coordinate with cross-functional stakeholders, including engineering, support, and leadership teams, to drive issue resolution
• Serve as escalation manager and crisis coordinator for mission-critical or politically sensitive customer situations
• Maintain clear, timely communication with customers and internal stakeholders throughout the escalation lifecycle
• Identify systemic issues and process breakdowns, providing feedback and driving continuous improvement initiatives
• Provide mentorship and guidance on escalation processes to peers and partner teams
• Deliver reporting and analysis on escalation trends to support business decision-making
• Actively contribute to projects aimed at improving escalation tools, processes, and readiness

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