Escalation Program Manager

Onto Innovation

Escalation Program Manager at Onto Innovation leading end-to-end management of critical escalations impacting service operations. Using data analytics to prevent escalation reoccurrence and improve customer uptime.

Posted 7/15/2026full-timeMilpitas • California, Massachusetts • 🇺🇸 United StatesMid-LevelSenior💰 $86,400 - $129,600 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in managing the full lifecycle of parts escalations, utilizing advanced Excel skills for data analysis and reporting, while driving accountability across cross-functional teams to optimize escalation management workflows.

Highest-signal resume keywords

Escalation ManagementAdvanced Excel ProficiencyData AnalysisOracle ERP ExperienceAnalytical Problem-Solving

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Program ManagementSupply Chain ManagementService OperationsData-Driven Decision MakingReportingTrend AnalysisKPI TrackingCorrective Action DevelopmentProcess ImprovementEscalation Tracking

Soft Skills

Excellent CommunicationInfluencing SkillsAccountabilityMulti-Priority ManagementAction-Oriented Leadership

Tools & Technologies

Microsoft ExcelOracle ERP SystemsReporting ToolsDashboard CreationEscalation Tracking Tools

Industry Keywords

Supply ChainLogisticsField ServiceEscalation Data AnalysisResolution Timelines

Tech Stack

Tools & technologies

ERPOracleOracle ERP

About the role

Key responsibilities & impact

Own and manage the full lifecycle of parts escalations, from intake through shipment
Analyze escalation data to identify trends, recurring issues, and systemic root causes
Develop and execute corrective actions to prevent escalation reoccurrence
Leverage advanced Excel skills to build reports and perform analysis
Maintain and enhance escalation tracking tools to ensure data accuracy and visibility
Drive accountability across Supply Chain, Planning, Logistics, and Field Service teams to meet resolution timelines
Provide structured and timely communication to stakeholders, including executive summaries and escalation updates
Create dashboards and reporting to track key KPIs (time to resolution, backlog aging, trend analysis)
Lead escalation review meetings and drive action-oriented outcomes
Identify process gaps and implement improvements to optimize escalation management workflows

Requirements

What you’ll need

3+ years of experience in program management, supply chain, service operations, or escalation management
Advanced proficiency in Microsoft Excel (pivot tables, XLOOKUP/VLOOKUP, data analysis, reporting)
Strong analytical and problem-solving skills with a focus on data-driven decision making
Experience with Oracle ERP systems and reporting tools preferred
Excellent communication skills with the ability to influence cross-functional teams
Ability to manage multiple priorities in a fast-paced, high-pressure environment

Benefits

Comp & perks

Health, dental, and vision coverage
Life and disability insurance
PTO
401(k) with employer match
Employee Stock Purchase Program (ESPP)
Wellness initiatives