Escalation Management Director Jobs

At MongoDB, we are disrupting industries and equipping developers with the tools to create extraordinary applications that impact daily lives. As the leading developer data platform and the pioneering database vendor to execute an IPO in over two decades, we offer an environment at the cutting edge of creativity and innovation. The international data management software landscape is vast and expanding swiftly. Data from IDC indicates the global database management systems (DBMS) software market was valued at roughly $82 billion in 2023 and is projected to scale to approximately $200 billion by 2030, demonstrating an exceptional compound annual growth rate. We are looking to speak to candidates who are based in Dublin or Cork for our hybrid working model. The Role & Team Overview We are seeking an accomplished technical leader to join our Technical Services organization as the head of the EMEA Incident & Escalation Management teams. In this critical capacity, you will guide the teams responsible for ensuring our clients can smoothly operate MongoDB at scale and seamlessly navigate any technical hurdles. This position demands a leader who can maintain a hands-on approach—taking direct ownership of high-profile escalations that require coordinated corporate responses—while concurrently expanding the team, refining processes, and advancing strategic objectives within a global critical situations management framework. Team Overview: As an integral component of the Customer Organization, Technical Services boasts more than 500 global members across worldwide offices. We maintain industry-leading customer satisfaction metrics through a 24x7x365 'follow-the-sun' support framework, with specialized regional teams across the Americas, EMEA, and APAC. The EMEA team operates out of hubs including Dublin, Milan, Barcelona, and Tel Aviv. Core Responsibilities Collaborating with global leadership to architect and execute strategic plans for critical situations management,

Job Title Zone Project Management Director - Imaging Systems (East Zone) Job Description Join Philips as a Zone Project Management Director - Imaging Systems (East Zone) where you'll lead a team of Customer Project Managers to deliver complex healthcare installations, drive operational and financial performance, accelerate revenue realization, and create exceptional customer outcomes through strategic execution, cross-functional collaboration, and continuous improvement. Your role: Provide strategic leadership to a team of Customer Project Managers, fostering a high-performance culture through coaching, mentoring, talent development, and succession planning. Enable the team to effectively partner with hospitals, general contractors, project managers, and internal stakeholders to achieve critical project milestones and customer commitments. Navigate and lead complex commercial installation and construction projects across the zone, partnering with customers and key stakeholders to accelerate the order-to-completion cycle and drive predictable revenue delivery. Align project execution with customer requirements, business objectives, and financial targets while delivering exceptional customer experience. Oversee project portfolios and large-scale customer implementations by driving effective planning, resource allocation, revenue forecasting, inventory utilization, budget management, and schedule adherence. Prioritize initiatives based on strategic value, customer impact, and business objectives to maximize operational and financial performance across the zone. Serve as the senior escalation point for complex customer and operational issues, proactively managing risks, resolving critical challenges, and maintaining strong customer relationships throughout the project lifecycle. Ensure compliance with regulatory, quality, and organizational standards wh

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time. Position Summary The Lead Director, Stop Loss Relationship Management will serve as the single accountable owner for enterprise stop loss relationship strategy, governance, escalation management, and operational performance. This role is responsible for creating a more disciplined, scalable, and consistent operating model across stop loss carriers, internal business partners, and cross-functional stakeholders. This leader will address current gaps in ownership, decision rights, escalation pathways, and carrier performance that are contributing to delays, disputes, reimbursement challenges, and financial exposure. The role will centralize accountability for stop loss-related funding decisions, risk acceptance, issue resolution, and carrier engagement, ensuring clearer governance, faster resolution of high-cost claim issues, and improved predictability across the stop loss ecosystem. The ideal candidate is a strong enterprise relationship leader with deep experience managing complex, cross-functional programs, executive-level stakeholders, financial risk, operational escalations, and external partner performance. This individual must be highly effective at driving alignment, establishing governance, improving processes, and influencing outcomes across matrixed teams. What You Will Do Serve

We’re looking for a Director, Customer Support Escalation Center to help us develop and execute on a comprehensive, customer-first strategy and approach to our Global Hootsuite’s Customer Support Escalation Center. Reporting to the Vice President, Customer Support, you’ll plan, organize, monitor, track and report on the service levels delivered by the escalation center. In this role, you will be accountable for continuous service improvements to the escalation center operational framework and improve Hootsuite’s ability to effectively service our customers. In this role, you will partner with a wide range of stakeholders, including senior leaders to deliver an exceptional customer support experience. In line with Hootsuite's distributed workforce strategy, our flexible work arrangement allows for a hybrid model. This role is open to applicants located in Bucharest, Romania. In this role, you will report to the VP, Customer Support. Please note: this is a contract role until August 2027. WHAT YOU’LL DO: Develop strategies, enhance performance, and foster alignment of objectives within the Customer Support Escalation Center. This involves overseeing the global bug and incident management process, advanced technical and 24x7 on call Business Critical Support process.Establish and operationalize high levels of customer service standards. Develop and implement systems, processes and people to consistently deliver services that are tied to organizational strategies and KPI’s. Drive continuous improvement through anticipating growth, identifying gaps, and offering proactive guidance to minimize potential risks to our customers. Build robust cross-functional connections among the Customer Office, Revenue, Product, and Development leadership to tackle intricate escalated bugs and incidents, eliminate customer pain points, and suggest methods for alleviating customer experience issues and enhancing outcomes via insights from escalations and root

About Graphcore Graphcore is a global leader in artificial intelligence computing systems. We design advanced semiconductors and data center hardware that deliver the specialized processing power needed to advance AI while improving the efficiency required for broad adoption. As part of SoftBank Group, Graphcore belongs to a family of companies developing some of the world's most transformative technologies. Our AI Engineering Campus in Austin plays an important role in building the future of AI computing. The Opportunity As Technical Services Director, you will lead the teams that operate and evolve Graphcore's engineering labs, high-performance computing (HPC) platforms, and data center environments globally. You will be accountable for reliable, secure, cost-effective infrastructure that supports demanding engineering, AI, silicon-development, and validation workloads. This role combines people leadership, infrastructure strategy, operational excellence, capacity and financial planning, procurement, and program delivery. You will partner with Engineering, Information Technology, Security, Finance, Facilities, Supply Chain, customers, and external suppliers. The position is based onsite in Austin and requires travel to company facilities, data centers, and supplier locations, including international travel. What You'll Do Lead, recruit, mentor, and develop the systems administration, lab operations, and technical services teams responsible for the facility supporting global Engineering and Research and Development. Own the reliability, efficiency, protection, safety, supportability, and continuous improvement of engineering labs, HPC systems, and infrastructure facilities. Establish service levels, operating standards, escalation paths, performance measures, monitoring, observability, automation, ticketing, and configuration-management practices. Translate engineering and customer requirements into infrastructure roadmaps, capacity p

About Sigmoid Sigmoid Analytics is a leading Data solutions company backed by Sequoia Capital. We offer best-in-class end-to-end data value chain capabilities spanning Data Science, Data Engineering, and Data Ops. With data and technology at the core of our solutions, we are solving some of the toughest problems out there. Our culture is modelled around expertise and mutual respect with a team-first mindset. You'll work with teams that push the boundaries of what-is-possible and build solutions that energize and inspire. Offices: New York | Dallas | San Francisco | Lima | Bengaluru The below role is for our Bengaluru office. Role: Associate Director - Delivery About the Role You will lead delivery for large-scale Data Engineering programs, working closely with clients to architect and drive execution of modern data platforms - data pipelines, cloud migrations, lakehouse implementations, and real-time data processing solutions. You will own end-to-end delivery governance across multiple engagements, act as a senior escalation point for clients, and provide technical and delivery leadership to teams building enterprise-grade data engineering solutions. If you enjoy operating at the intersection of technical depth in Data Engineering and delivery leadership, we would like to talk to you. Required Skills & Competencies 15-18 years of experience in Project Delivery, Client Engagement, or Data Engineering Delivery Management, with a significant portion focused on Data Engineering programs. Strong hands-on exposure to Data Engineering tools and technologies, including cloud data platforms Proven experience in Analytics/Consulting/IT Services, managing complex Data Engineering project execution, architecture reviews, and governance. Exposure to US/Global clients, with experience handling client escalations. Ability to manage multiple Data Engineering project teams and pods, mentor Delivery/Engineering Managers and technical leads, and drive engineering process improveme

Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The role: This role sits within Enterprise Risk Management (ERM) as part of Independent Risk Management (IRM) and serves as a senior second-line-of-defense (2LOD) risk leader supporting SoFi’s international growth strategy. The Senior Director will lead risk oversight for new products, business initiatives, and international market expansion activities, with an emphasis on retail banking and consumer lending products. This leader will serve in a Business Unit Risk Officer (BURO)-style capacity, partnering closely with business, compliance, legal, and functional risk teams to establish scalable governance frameworks for international expansion and consumer financial products. The role is responsible for driving robust new product approval governance, ensuring alignment with SoFi’s risk appetite, regulatory expectations, and strategic objectives across multiple jurisdictions. The ideal candidate brings deep expertise in retail banking and consumer financial products, experience operating in global regulatory environments, and a demonstrated ability to build and mature international risk governance frameworks. What you’ll do: Serve as the primary IRM point of contact and escalation lead for international product, business, and expansion-related risk matters. Provide independent challenge and strategic risk gui

Overview The Associate Director of Service Engineering leads the reliability, availability, and operational excellence of Natera’s lab-facing platforms. This role ensures that clinical systems, laboratory equipment workflows, and data pipelines operate with high reliability, scalability, and compliance in a regulated healthcare environment. You will lead a team responsible for production stability, incident response, and service health, partnering closely with Production Engineering, Lab Operations, Bioinformatics, Infrastructure, Facilities, and Compliance to support mission-critical genetic testing and diagnostics. Key Responsibilities Leadership & Team Development Lead, mentor, and scale a team of Service Engineers / SREs supporting clinical production systems Establish clear expectations around ownership, on-call readiness, and operational excellence Drive hiring, onboarding, performance management, and career growth Foster a blameless, learning-oriented culture focused on patient impact and reliability Service Reliability & Production Operations Own reliability and availability for production services supporting laboratory operations, reporting, and customer delivery Define and manage SLAs, SLOs, and operational KPIs aligned with clinical and business priorities Lead major incident response, ensuring rapid triage, clear communication, and thorough post-incident reviews Oversee on-call rotations, escalation paths, and operational playbooks Ensure operational readiness and go-live support for new assays, pipelines, and platform capabilities Technical Strategy & Execution Partner with Engineering and Development teams to design resilient, fault-tolerant systems Drive best practices for monitoring, alerting, logging, and observability across lab and cloud platforms Reduce operational toil through automation, tooling, and process improvements Advocate for reliability, performance, and scalability requirements early in t

About the Team OpenAI’s GTM Partnerships team builds a strategic, global partner ecosystem designed to accelerate customer success, enable enterprise AI adoption, and drive durable growth in support of OpenAI’s mission. We work closely across Product, Research, Sales, Legal, Communications, and regional leadership to ensure a cohesive strategy and disciplined execution with our most strategic partners. About the Role We are hiring a Partner Director, Global McKinsey Alliance to lead and scale OpenAI’s relationship with McKinsey & Company. This role will serve as the single accountable executive owner of the alliance globally. You will define the partnership strategy and operating model, translating executive alignment into scaled commercial and transformation outcomes across regions and industries. You will work closely with McKinsey’s global leadership, industry and functional practices, and technology organizations—including QuantumBlack, AI by McKinsey—to develop differentiated enterprise AI offerings, pursue complex transformation opportunities, and help customers move from strategy to production deployment and measurable value. The role carries responsibility for the health, performance, and long-term expansion of the partnership. Success requires senior executive presence, sound judgment, commercial discipline, technical fluency, and the ability to operate effectively across a complex, partner-led organization. In this role, you will: Own the global McKinsey relationship, including alliance strategy, pipeline growth, enterprise impact, deployment scale, and long-term expansion across priority industries. Define and run the partnership’s operating model across executive governance, joint planning, regional execution, opportunity management, resource allocation, and escalation. Serve as OpenAI’s senior executive counterpart to McKinsey’s global leadership and relevant industry, functional, technology, and regional leaders. Develop a differentiated alliance s

At ClickUp, we're building the future of work: the first truly converged AI workspace unifying tasks, docs, chat, calendar, and enterprise search, all supercharged by context-driven AI. We are an AI-native company. Every team member is expected to leverage AI daily, and we evaluate AI fluency as part of our hiring process. Join us and help redefine what's possible. 🚀 As Director, CX Operations (Support) at ClickUp, you will own strategy, vision, and execution for the Support Operations function , partnering closely with Support and CX leadership while serving as the operational leader for the systems, automation, planning, quality, and insights that power our Support organization. You will set the operating model and performance standards for Support Operations while owning the AI agent harness and automation layer of our CX operating model. You will shape the rhythm of business for our Support organization and unlock data insights, coach organizational performance, transform internal capabilities, and influence strategic decisions across Support, CX, and cross-functional leadership. You will architect, ship, operate, and iterate on AI-driven workflows that enhance and automate customer intake and response, escalation, full support lifecycle management, quality and customer experience, workflow orchestration, and decision support across Support and CX. You'll use AI tools in your own workflow daily while applying strong judgment to validate outputs, manage risk, and improve the repeatable systems the team uses. About the role AI & Automation Architecture Own and operate the AI agent harness and automation layer of our Support operating model Design, ship, manage, and iterate on AI-driven workflows that enhance and automate customer intake and response, escalation, full support lifecycle management, workflow orchestration, quality, and customer experience across Support and CX Build scalable, multi-step agentic systems that Support and CX leaders rely on for pla

PagerDuty, Inc. (NYSE: PD) is the global leader in AI-first digital operations. By automatically detecting, diagnosing, and remediating issues, the PagerDuty Platform orchestrates AI agents and automated workflows with context from over 750 integrations. Trusted by approximately two-thirds of the Fortune 100 and nearly half of the Fortune 500, PagerDuty is the industry standard for organizations scaling resilient, autonomous operations. Notable customers include Chipotle, Cloudflare, Docusign, Fox, Nvidia, Salesforce, Spotify, Zoom and more. We are growing rapidly and hiring top talent with leading AI skills across engineering, sales, product, marketing, and beyond as we build the leading digital operations platform. About the Role PagerDuty is seeking a Principal Product Manager, Platform Security to own the strategy and execution of how we secure, harden, and defend our Operations Cloud platform. This role sits within our Product Development organization and reports to the Sr Director of Product, Platform & Partners. This is a senior individual contributor role. You'll bring the same rigor to security that a great PM brings to a product: deep customer empathy, structured threat modeling, clear risk tiering frameworks, and a bias toward measurable outcomes. You'll also be the connective tissue between Product, Engineering, IT, and Legal, ensuring security strategy translates into engineering execution and customer trust. This role owns the full lifecycle from recommendation to implementation to operations. You'll be the decision-maker on risk acceptance, control exceptions, and incident escalation in real-time. The ideal candidate has operated at the intersection of product management and security engineering in a later-stage B2B SaaS environment. You've owned security architecture decisions end-to-end, built security infrastructure, and have the credibility to influence both product roadmaps and engineering practices without formal authority. What You'l

About Us What if your work could drive change in a globally established industry, shaping processes that touch every corner of the world? At Forto, we are at the forefront of change, harnessing the power of AI to revolutionise logistics. We want to reinvent digital supply chains to be transparent, frictionless and sustainable. From day one, our mission has been to simplify global trade – creating a seamless and efficient logistics process. About the role In the Trade Management team, you will join an international and diverse group of passionate experts. We are transforming the way we approach global logistics by moving from intuition-based decisions to a precision-engineered, data-driven strategy. If you are a technical heavyweight who loves to code and model, but also a leader ready to mentor a high-performing team, this is the role for you. We are seeking a Team Lead for Trade Analytics & Market Intelligence to act as the Ted Lasso of our data analytics team. Reporting directly to the Director of Trade Management, you will own the architectural backbone of our trade management decision-making. This is a hybrid role. You will spend a significant portion of your time hands-on in the code—building complex data models, writing high-performance queries, and designing algorithms. Simultaneously, you will lead and develop a small, agile team consisting of a seasoned Analyst and a Market Intelligence Specialist. You will be the bridge between raw data and high-level strategy, directly influencing how we handle Procurement, Pricing, and Forecasting. Key Responsibilities Lead Technical Strategy & Analytics Own the Data Architecture: Architect and maintain the data pipelines and models that drive our GP reporting, demand forecasting, and yield management engines. Hands-On Development: personally write and optimize complex code (SQL, Python/R) to solve our hardest analytical problems. You are the technical escalation point for the team. Forecasting & Modeling: Bu

Operational Account Manager Description - Location Flexible in the US Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment within broadly defined policies and practices to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees. Responsibilities: Manages the operational business relationship of large accounts, often with global/regional reach; serves on account team, providing operational perspectives. Plans and leads business analyses and provides recommendations to sales teams and business units. Acts as a point of escalation and collaborates with other functions to drive resolution of operational issues of high complexity, in support of the customer/partner requirements. Represents the customer/partner needs and provides business requirements to projects of high complexity, and conducts post-project evaluations. Prepares and runs operational performance reviews with the customer/partner and drives improvement plans. Consults and advises on operational matters of high complexity to internal clients up to the Director level. Proactively communicates operational process changes to customers/partners and internal clients; drives the implementa

The Team + The Role Pendo’s Customer Engineering team is the technical backbone of the pre- and post-sales customer motion. The team brings together work that has historically sat across Customer Success, Technical Account Management, and Solutions Engineering into one full-lifecycle technical owner. Customer Engineering helps customers connect technical execution to business outcomes and realize the value of their investment in Pendo. As a Senior Customer Engineer, you own strategic and complex Enterprise accounts across acquisition, implementation, adoption, expansion, and escalation. You lead technical strategy for complex deployments, resolve ambiguous customer challenges, and partner closely with account teams to drive retention, expansion, and customer value. Your impact extends beyond your own accounts through playbooks, coaching, repeatable fixes, and workflow improvements that raise the capability of the broader Customer Engineering team. This is a remote role supporting a West Coast territory. What this looks like day-to-day New customer acquisition and selling: Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and expansion across lines of business. You identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops. Complex implementations and value realization: Lead onboarding for strategic customers, including planning, implementation, integrations, and training. You build customer-specific implementation playbooks, guide complex deployments with executive visibility, and ensure customers realize value during onboarding and over time. Adoption, expansion, and growth: Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business. When adoption stalls, you diagnose root causes, design a path forward, and connect technical wo

The Team + The Role Pendo’s Customer Engineering team is the technical backbone of the pre- and post-sales customer motion. The team brings together work across Customer Success, Technical Account Management, and Solutions Engineering into one full-lifecycle technical owner. Customer Engineering helps customers connect technical execution to business outcomes and realize the value of their investment in Pendo. As a Senior Customer Engineer for the ANZ region, you will own accounts across acquisition, implementation, adoption, expansion, and escalation. You will lead technical strategy for complex deployments, resolve ambiguous customer challenges, and partner closely with account teams to drive retention, expansion, and customer value. Your impact will extend beyond your own accounts through playbooks, coaching, repeatable fixes, and workflow improvements that raise the capability of the broader Customer Engineering team. This role is based in our Sydney office. What this looks like day-to-day New customer acquisition and selling: Partner with Account Directors on pre-sales motions for new customer acquisition, product expansion, and growth across lines of business. You identify customer pain, craft and deliver tailored demos, and lead technical evaluations through requirements gathering, success criteria, installation guidance, and hands-on workshops. Quarterly business outcomes: Drive measurable improvement in customer health, retention, expansion, and technical resolution across strategic accounts. You contribute at least one reusable framework, playbook, or process that other Customer Engineers use and become a trusted advisor to Account Directors on account health and technical strategy. Adoption, expansion, and growth: Identify opportunities to expand adoption across underutilized features, untapped products, and new lines of business. When adoption stalls, you diagnose root causes, design a path forward, and connect technical work to measurable business outco