Escalation Manager

Role & responsibilities

Escalation manager Roles & Responsibilities

• Handle customer case escalations and follow the escalation and de-escalation processes without deviation
• Engage right stakeholders in a timely manner to ensure quick resolution of the escalation
• Be customer obsessed and follow customer first approach in handling escalations
• Understand the impact and urgency of the issue, determine appropriate next steps & engage all relevant parties to agree on the action items/Next steps and communicate with the Customer with a meaningful update.
• Coordinate and collaborate along with case owner to create cases/bugs and consults for smokey and complex cases
• Executive stakeholder management with timely updates
• Go above and beyond escalations with rigorous RCAs, insights to the sites for escalation reduction, and be the escalation champion