Senior Manager, Escalation Management

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Manager, Escalation Management based in United States. This is a high-impact operations leadership role focused on transforming escalation management from reactive issue resolution into a proactive driver of customer experience and operational excellence.You will lead a North American escalation management function supporting high-visibility customer situations and complex business-critical incidents.The role combines executive communication, strategic planning, process design, project management, data analysis, and people leadership.You will use escalation trends and operational data to identify systemic issues and influence product, process, and organizational improvements.A key focus will be developing scalable frameworks, governance models, and cross-functional operating practices that reduce recurring escalations.You will mentor and develop a team while strengthening strategic thinking, proactive risk management, and executive-level communication across the organization.This opportunity is ideal for an experienced operations leader who can ba... Click Apply to read the full job description.