Escalations Programs Manager - Remote

Overview

The Escalation Program Manager in the Customer Experience organization is responsible for developing and implementing strategies to identify and resolve global support escalations, enhancing customer experience, and driving operational excellence.

In Short

• Lead and manage programs focused on resolving customer support escalations.
• Identify root causes and implement preventative actions.
• Enhance customer experience and team productivity.
• Utilize strong analytical skills to define metrics and analyze escalation trends.
• Serve as a CX ambassador and advocate for customer needs.
• Develop policies and streamline workflows.
• Manage relationships with internal and external stakeholders.
• Take ownership of high-priority escalations.
• Experience in process improvement and automation.
• Exceptional English communication skills.

Requirements

• High proficiency in utilizing Salesforce for case management.
• Proven experience in customer support operations.
• Strong project management and analytical skills.
• Ability to develop and implement preventative actions.
• Experience in escalation management and resolution programs.

Benefits

• Opportunity to work in a dynamic global team.
• Contribute to improving customer experience.
• Engage in continuous improvement initiatives.
• Work with a talented and dedicated workforce.
• Be part of a company that values your success.