Senior Escalations Program Manager - Finance - Remote

Overview

The Senior Escalations Program Manager is responsible for managing complex customer escalations and leading projects to improve processes and workflows.

In Short

• Coordinate cross-functional resources for customer escalations.
• Manage executive-level communications for high-severity cases.
• Lead projects to eliminate root causes and streamline processes.
• Own P1/P2 escalations end-to-end.
• Deliver post-mortems and executive summaries.
• Analyze escalation themes and prioritize improvements.
• Coach teams on prevention and de-escalation best practices.
• Drive alignment and accountability for commitments.
• Measure success metrics including MTTR and customer satisfaction.
• Work in a remote environment with a focus on team collaboration.

Requirements

• 4+ years in Customer Success or similar roles.
• Experience leading cross-functional projects.
• Strong problem-solving and data-driven decision-making skills.
• Project management certifications (PMP, ITIL, Six Sigma a plus).
• Excellent written and verbal communication skills.
• Bachelor’s degree in Business, Operations, Engineering, or related field.

Benefits

• Competitive total compensation package.
• Remote and flexible working options.
• Health benefits and more.