Project Manager

• Lead and manage critical customer situations by providing decisive leadership, balancing ambiguity, and ensuring effective resolution with measurable success criteria.
• Act as the primary resolution owner, driving the end-to-end management of escalations and coordinating cross-functional teams, partners, and stakeholders.
• Serve as a trusted advisor and ombudsman between customers, Support Delivery, Global Customer Success, Account Teams, and Engineering to ensure balanced outcomes.
• Communicate effectively with all levels of stakeholders, including C-level executives, delivering timely, impactful updates and managing expectations throughout the escalation lifecycle.
• Leverage strong technical expertise in the Red Hat (RH) product portfolio to translate complex technical issues into clear, business-relevant insights and action plans.
• Collaborate with engineering and support teams to validate, challenge, and refine technical recommendations, always maintaining a customer-first mindset.
• Develop and maintain trusted relationships with customers and partners to foster transparency, trust, and proactive engagement.
• Drive continuous improvement by identifying root causes of escalations and implementing preventive measures across processes, people, and technology.
• Coach and mentor team members, customers, and stakeholders, promoting knowledge sharing and strengthening escalation management capability.
• Act as a regional focal point for process improvement, offering guidance, recommendations, and support to enhance operational excellence and customer experience.

Critical Situation Manager, Project Manager – Critical Accounts Program

Junior Project Management Specialist – Aerospace