Director, Escalation Management

Were in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here you lead with innovative thinking grow along with us and join the smartest team in the industry.

This type of workwork that changes the worldis what the tech industry was founded on. So if youre ready to seize the endless opportunities and leave your mark come join us.

THE ROLE

As the Global Director of Escalation Management you will define and lead the worldwide strategy for transforming our most complex business-critical customer crises into moments of enduring trust and long-term partnership. Operating as a pivotal leader within the Customer Experience (CX) organization you will champion a global team of Escalation and Duty Managers to drive rapid decisive resolutions across the Everpure Platform. You will act as the ultimate point of cross-functional accountabilitybridging Technical Services Escalation Engineering and Executive Leadership to modernize our response framework through predictive analytics and automation. This is a high-visibility high-impact role designed for a strategic orchestrator ready to protect global fleet health and champion the customer voice at the highest levels of engineering priority.

WHAT YOULL DO

• Architect Worldwide Crisis Strategy: Design execute and continuously modernize a world-class global escalation framework enforcing strict Service Level Objectives for 24/7/365 coverage while pioneering predictive analytics to preemptively mitigate customer friction.
• Lead Fleet-Wide Risk Mitigation: Leverage complex support signals and system telemetry to proactively identify emerging vulnerabilities across the global install base establishing a rigorous defect severity model linked directly to revenue impact and security risk.
• Orchestrate High-Impact Engineering Priority: Act as the single threaded technical bridge into Engineering and Product forums leading systemic reviews to ensure product defects causing repetitive escalations are prioritized for long-term resolution.
• Direct Executive and High-Stakes Communication: Deliver real-time high-stakes communication during visible high-pressure events translating technical complexities into transparent clear business impact and actionable roadmaps for internal executives and Fortune 500 stakeholders.
• Cultivate Global Operational Excellence: Mentor and scale a highly collaborative distributed global team of crisis management professionals championing an organization-wide culture of urgency empathy and decisive technical execution.

WHAT YOU BRING

• Experience: A critical component of this experience is at least five (10) years spent in a dedicated leadership or management role specifically focused on handling and resolving high-pressure critical customer escalations. Candidates must also possessa minimum of (5) years of progressive experience within Escalation Management Customer Success Technical Support or Professional Services domains.
• Global Crisis & Escalation Mastery: Profound technical leadership experience navigating high-pressure enterprise environments (such as technical support customer success or professional services) with a proven track record of managing global teams through major system incidents or service-impacting events.
• Executive Presence & Strategic Influence: Exceptional ability to maintain composure under intense pressure with the gravitas to de-escalate complex customer crises and the cross-functional influence needed to align senior internal directors across Engineering Sales and Product Management.
• Advanced Infrastructure & Data Rigor: Comprehensive grasp of modern enterprise infrastructureincluding cloud services SaaS environments and complex storage networkscombined with proficiency in using data visualization tools to transform operational data into actionable service-improvement insights.
• Flawless Multi-Stakeholder Communication: Exceptional verbal and written communication skills with a demonstrated ability to synthesize highly technical concepts into precise persuasive business logic for both deep engineering teams and non-technical customer executives.

On-Site Collaboration: We are primarily an in-office environment and therefore you will be expected to work from the Lehi Utah or Raleigh North Carolina office in compliance with Everpures policies unless you are on PTO or work travel or other approved leave.

#LI-ONSITE

WHAT YOU CAN EXPECT FROM US:

• Innovation: We celebrate those who think critically like a challenge and aspire to be trailblazers.
• Growth: We give you the space and support to grow along with us and to contribute to something meaningful. We have been named Fortunes Best Workplaces in Technology Fortunes Best Workplaces in the Bay Area and certified as a Great Place to Work!
• Team: We build each other up and set aside ego for the greater good.

And because we understand the value of bringing your full and best self to work we offer a variety of perks to manage a healthy balance including flexible time off wellness resources and company-sponsored team events. Check out for more information.

ACCOMMODATIONS AND ACCESSIBILITY:

Candidates with disabilities may request accommodations for all aspects of our hiring process. For more on this contact us at if youre invited to an interview.

OUR COMMITMENT TO A STRONG AND INCLUSIVE TEAM:

Were forging a future where everyone finds their rightful place and where every voice matters. Where uniqueness isnt just accepted but embraced. Thats why we are committed to fostering the growth and development of every person cultivating a sense of community through our Employee Resource Groups and advocating for inclusive leadership.

Everpure is proud to be an equal opportunity employer. We do not discriminate based upon race religion color national origin sex (including pregnancy childbirth or related medical conditions) sexual orientation gender gender identity gender expression transgender status sexual stereotypes age status as a protected veteran status as an individual with a disability or any other characteristic legally protected by the laws of the jurisdiction in which you are being considered for hire.

Join us and bring your best.

Bring your bold.

Pure and simple.