Escalation Manager

Spok

Escalation Manager overseeing high-impact customer and project escalations at Spok. Coordinating cross-functional teams to drive timely outcomes and ensure accountability.

Posted 5/13/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Own and manage escalations end-to-end (often as the single point of contact), ensuring timely progress and resolution.
Triage and prioritize critical issues impacting go-lives, production environments, upgrades, or key deliverables.
Remove blockers and drive accountability across teams until closure, including follow-ups with Development/Product.
Gather and validate required technical details (logs, reproduction steps, impact statements) to enable efficient engineering investigation.
Coordinate cross-functional resources (support/consulting, engineering/development, product, sales, etc.) to drive the fix and keep momentum.
Facilitate clear communication: run escalation meetings, set expectations, provide status updates, document action items/owners, and manage stakeholder alignment.
Drive adherence to escalation procedures by working closely with Technical Supervisors.
Maintain customer relationships and professionalism during high-pressure situations; de-escalate risk through transparency and plan-of-action.
Monitor overall project/service quality and identify patterns/root causes to prevent repeat escalations.

Requirements

What you’ll need

Bachelor’s degree
3+ years project management experience
Demonstrated effective leadership skills
Advanced written and oral communication skills
Excellent organizational skills
Willing to identify, own, and solve problems independently and as part of a team
Ability to identify key issues through accurate problem triage
Enhanced product knowledge of Spok products
In-depth working knowledge from Care Connect CTI perspective a plus

Benefits

Comp & perks

three robust health, pharmacy, vision and dental care plans including a health savings account option
wellness
financial wellness
retirement
family support
continuing education
time off benefits

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

project managementproblem triagetechnical details validationescalation proceduresroot cause analysisstakeholder managementcustomer relationship managementservice quality monitoringproduct knowledgeCare Connect CTI

Soft Skills

leadershipcommunicationorganizational skillsproblem-solvingaccountabilityteam collaborationtransparencyprofessionalismde-escalationexpectation management

Certifications

Bachelor's degree