Escalation Manager - Remote

Overview

The Escalation Manager owns high-impact customer and project escalations from intake through resolution, serving as the primary PSG point of contact and coordinating cross-functional teams to drive timely outcomes.

In Short

• Own and manage escalations end-to-end, ensuring timely progress and resolution.
• Triage and prioritize critical issues impacting go-lives and production environments.
• Remove blockers and drive accountability across teams.
• Gather and validate required technical details for engineering investigations.
• Coordinate cross-functional resources to drive fixes and maintain momentum.
• Facilitate clear communication and manage stakeholder alignment.
• Maintain customer relationships during high-pressure situations.
• Monitor overall project/service quality to prevent repeat escalations.
• Drive adherence to escalation procedures.
• Identify and solve problems independently and as part of a team.

Requirements

• Bachelor’s degree.
• 3+ years project management experience.
• Demonstrated effective leadership skills.
• Advanced written and oral communication skills.
• Excellent organizational skills.
• Ability to identify key issues through accurate problem triage.
• Enhanced product knowledge of Spok products.
• In-depth working knowledge from Care Connect CTI perspective a plus.

Benefits

• Full-time direct hire position.
• Remote work opportunity.
• Engagement with cross-functional teams.
• Opportunity to improve customer experiences.
• Professional development opportunities.