Senior Manager, Global Escalation Management
Senior Manager, Global Escalation Management
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Job Description
Summary:
As Sr. Manager Global Escalation Management you will serve as the seniormost leader of our Technical and Executive Escalations functions. You will play a critical role in maturing our escalation management practices ensuring customers receive timely effective resolution of their most complex challenges.
This role requires excellent leadership skills experience leading technical teams and a history of successfully partnering with Product and Engineering teams and executives to drive system enhancements and product improvements on behalf of our customers.
Reporting to the Senior Director of Customer Support you will lead the effort to refine escalation criteria develop incident management strategies and drive process improvement all while ensuring that escalations preserve trust internally or externally. You will cultivate deep relationships with Engineering leadership and Development teams to ensure escalations are meaningful and productivenot just noise.
This is a highly crossfunctional role that requires strategic thinking problemsolving and the ability to influence without authority. Through your leadership your team will enable customerfacing teams to restore confidence in escalated accounts resolve issues and proactively reduce future escalations through structured processes communication and collaboration.
What youll work on:
Escalation & Incident Management
Owning the endtoend escalation process ensuring incidents are effectively managed and resolved
Acting as the bridge between Engineering Product Customer Success and Customer Support to ensure escalations are properly categorized prioritized and actioned
Clearly articulating customer needs and business impact during escalations and incidents ensuring appropriate resource mobilization
Partnering with Product leaders to drive alignment on escalation urgency and prevent overuse of scarce resources for noncritical issues
Leading internal and external communications during escalations including with company executives ensuring transparency and trust.
CrossFunctional Leadership & Collaboration
Becoming a strategic point of contact for all technical teams ensuring alignment on priorities and issue resolution
Partnering with crossfunctional stakeholders to establish appropriate metrics reports and reporting cadence
Informing and influencing roadmaps and prioritization based on escalations and customer pain points ensuring longterm resolution of systemic issues.
Continuous Improvement & Prevention
Developing proactive escalation prevention mechanisms using data insights to predict and mitigate potential issues before they escalate
Defining key metrics (KPIs OKRs) to measure and improve escalation resolution efficiency ensuring continuous learning from each customer engagement
Refining internal escalation playbooks training and documentation ensuring internal teams can handle issues more effectively
Driving process improvements to enhance operational resilience and reduce friction in customer interactions.
What you bring:
10 years experience in technical customerfacing roles with experience managing incidents and/or escalations
A passion for people leadership with a demonstrated ability to lead teams identify technical talent and develop frameworks and action plans to enable career progression
Strong ability to build trust with Engineering and Product leaders
Problemsolving skills and experience developing and implementing structured datadriven approaches to complex problems
Proven ability to influence without authority and drive alignment across multiple stakeholders in highpressure situations
Strong communication skills capable of distilling complex technical issues into clear actionable insights for both technical and nontechnical audiences
Bonus Points If You Have
Experience resolving technical escalations in mission critical environments (SaaS Financial Services etc.) and/or consulting experience
Experience leading continuous improvement programs or crossfunctional OKRs
An interest in increasing access to justice and transforming the legal industry for all
What you will find here:
Compensation is one of the main components of Clios Total Rewards Program. We have developed a series of programs and processes to ensure we are creating fair and competitive pay practices that form the foundation of our human and highperforming culture.
Some highlights of our Total Rewards program include:
Competitive equitable salary with toptier health benefits dental and vision insurance
Hybrid work environment with expectation for local Clions (Vancouver Calgary Toronto and Dublin) to be in office minimum 2 days per week on our Anchor Days.
Flexible time off policy with an encouraged 20 days off per year.
$2000 annual counseling benefit
RRSP matching and RESP contribution
Clioversary recognition program with special acknowledgement at 3 5 7 and 10 years
*We aim to hire all candidates between the minimum and the midpoint of the full salary range. We reserve the midpoint to the maximum of the salary band for internal employees who demonstrate sustained high performance and impact at Clio. The final offer amount for this role will be dependent on individual experience and skillset of the candidate. Please note there are a separate set of salary bands for other regions based on local currency.
Diversity Inclusion Belonging and Equity (DIBE) & Accessibility
Our team shows up as their authentic selves and are united by our mission. We are dedicated todiversity equity and inclusion. We pride ourselves in building and fostering an environment where our teams feel included valued and enabled to do the best work of their careers wherever they choose to log in from. We believe that different perspectives skills backgrounds and experiences result in higherperforming teams and better innovation. We are committed to equal employment and we encourage candidates from all backgrounds to apply.
Clio provides accessibility accommodations during the recruitment process. Should you require any accommodation please let us know and we will work with you to meet your needs.
Learn more about our culture at Experience:
Exec
Employment Type
Full-Time
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