Escalation Management Manager Jobs

About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the role As an Enterprise Account Executive, System Integrators based in Tokyo, you'll be the critical link between Anthropic and Japan's leading system integrator ecosystem. You'll build and deepen strategic partnerships with major SIers — enabling them to confidently sell, implement, and support Anthropic's AI solutions within their own client portfolios. This is a high-impact, relationship-driven role that directly shapes how frontier AI reaches Japan's largest enterprises. Key responsibilities Own and grow revenue generated through SIer channels by developing joint go-to-market strategies, co-selling motions, and enablement programs with Japan's top system integrators Build and execute partner territory plans, identifying and prioritizing relationships across tier-1 and regional SIers — including firms across IT consulting, systems integration, and managed services practices Lead strategic engagement with senior SIer leadership — including practice heads, solution architects, pre-sales directors, and partner managers — building the technical confidence and commercial alignment needed to close enterprise deals Orchestrate internal teams (Product, Engineering, Applied AI, Partnerships, Marketing) to deliver enablement resources, joint solution frameworks, and go-to-market collateral that equips SIer partners to position and deploy Anthropic's AI solutions effectively Act as the primary escalation and support point for SIer partners navigating complex enterprise opportunities, ensuring deal momentum and customer satisfaction across the full sales cycle Preferred qualifications 8+ years of enterprise sales or partner management

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars. SpaceXSI is building Super Intelligence to help humanity understand the universe. Our teams are building the full Super Intelligence stack: from our Colossus supercomputers, to Grok models, to our suite of applications, including Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. We're creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next. About the role As Regional Director, AI Deployment at SpaceXAI, you'll lead and develop a team of AI Deployment Managers supporting some of our most strategic enterprise customers. This role exists to scale adoption quality and consistency as demand accelerates, translating SpaceXAI's momentum into repeatable, high-impact deployment outcomes while preserving the speed, flexibility, and developer-first ethos that make SpaceXAI successful. You'll own the post-sale experience for our enterprise segment, working closely with Sales and Field Engineering to ensure customers achieve measurable engineering and business value from Cursor. This is a highly cross-functional role that sits at the intersection of customer success, technical depth, and strategic leadership. What you'll do Hire, lead, and develop a team of AI Deployment, including onboarding, coaching, performance management, and ongoing skill development Own post-sale account planning, with accountability for account health, usage, risk mitigation, and expansion pipeline generation Act as an escalation point for complex deployments and high-stakes enterprise accounts Build lightweight, scalable processes that codify what work

At Qualia, we've built the leading B2B real estate technology that transforms the home buying and selling experience into a simple, secure, and enjoyable process. Our SMB and Enterprise products bring together users from across the real estate ecosystem---homebuyers and sellers, lenders, title and escrow agents, and real estate agents---onto a single shared digital closing platform, providing greater clarity and transparency to real estate transactions. Today, through our business customers across the country, millions of consumers use Qualia to close on homes every year. WHAT YOU'LL WORK ON As Qualia embarks on the next phase of growth, we are looking for an experienced Human Resources Business Partner (HRBP) to play a critical role on our People Operations Team (POPs). You will serve as a strategic anchor for our business units, bridging the gap between high-level people strategy and the critical, day-to-day execution that keeps our high-performing organization running. In this role, you’ll collaborate closely with managers and employees, serving as a strategic partner in implementing HR best practices, building strong relationships, and cultivating a supportive and positive workplace culture. You’ll serve as an escalation point and subject matter expert on employee relations matters and employment law compliance. You will also lead the continuous improvement of core POPs workflows such as onboarding, offboarding, and LOAs to drive greater team efficiency. You will also serve as a mentor for the broader POPs team, helping us maintain a culture that embraces performance and accountability. This role requires a hands-on approach, sharp critical thinking, sound judgement under pressure, and a passion for driving initiatives that enhance employee success, engagement, and organizational growth. RESPONSIBILITIES Build and maintain trusting relationships across assigned business units Act as a strategic advisor on talent management, coaching leaders through ambiguo

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. About the Role As a Developer Support Engineer, you will serve as a key technical contact for customers using our Customer Identity SaaS platform. You will be responsible for end-to-end ownership of complex support cases, performing root-cause analysis, and delivering timely solutions to maintain high customer satisfaction. In this mid-level role, you will operate with minimal supervision, driving cross-functional collaboration and contributing actively to our internal technical knowledge base. Key Responsibilities Customer Success & Support: Support and maintain enterprise clients on our Customer Identity SaaS solution, resolving complex technical and non-technical issues with urgency and precision. End-to-End Issue Ownership: Take full ownership of incoming support tickets from intake to resolution—performing initial troubleshooting, identifying root causes, and implementing effective solutions. SLA & Escalation Management: Manage support ticket operational workflows to consistently meet or exceed response quality, time-to-resolution, and customer experience SLAs. Cross-Functional Collaboration: Partner effectively with Engineering, Product, and Customer Success teams to resolve high-priority escalations and improve overall product usability. Business & Technical Analysis: Apply software lifecycle knowledge and analytical techniques to troubleshoot integration issues, identify recurring trends, and champion best practices. Knowledge Sharing &a

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,

About the Role: We are looking for an experienced Risk Management professional to lead and strengthen our Market Risk and Margin Trading Facility (MTF) risk functions. The role will be responsible for developing robust risk frameworks, monitoring trading and client exposures, ensuring regulatory compliance, and safeguarding the organization against market-related risks while enabling sustainable business growth. Key Responsibilities: Market Risk Management - - Develop, implement, and continuously enhance market risk management frameworks across Equity, Derivatives, and Margin Trading Funding (MTF) businesses. - Monitor and assess market risk exposures arising from cash equities, futures, options, and leveraged products. - Establish and review risk limits, exposure thresholds, concentration limits, and margin policies. - Track key risk indicators (KRIs) and ensure timely escalation of potential risk events. MTF & Exposure Risk Management: - Manage client-level and portfolio-level risks associated with Margin Trading Funding (MTF). - Define collateral eligibility, haircut frameworks, and funding exposure limits. - Monitor leveraged positions and ensure adequate margin coverage across client portfolios. - Evaluate concentration risks and implement preventive controls to minimize losses. Risk Analytics & Monitoring: - Conduct stress testing, scenario analysis, and sensitivity assessments under varying market conditions. - Develop risk models and analytical tools to evaluate portfolio resilience during periods of volatility. - Analyze trading patterns, market trends, and exposure data to identify emerging risks. - Drive automation and real-time risk monitoring capabilities across trading systems. Regulatory Compliance & Governance: - Ensure compliance with SEBI, NSE, BSE, Clearing Corporation, and other applicable regulatory requirements. - Oversee risk-related regulatory reporting, including exposure monitoring, margin compliance, and CTCL reporting. - Coordinate w

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

About the Team OpenAI’s mission is to ensure that general-purpose artificial intelligence benefits all of humanity. The Strategy & Operations team is responsible for driving cross-company readiness and response for critical moments and partners across the organization to manage both org and company-critical programs. Candidates should have a high level of maturity, strong executive presence, and strong judgment in complex high-profile situations. About the Role We are seeking a strong candidate with a proven ability to work with xfn teams and to manage internal alignment for critical priorities, including major product launches, external events that could impact our users and products and cross-cutting initiatives that require strategic support. This role will work closely with functional teams, with a particular focus on those working on product and trust & safety issues. You will: Program manage special projects across Strategy and company-wide initiatives, requiring strong planning, cross-functional coordination, and familiarity with xfn teams — with a focus on safety. Absorb a significant amount of information from a variety of inputs to frame decisions and communicate clear updates, recommendations, and trade-offs for product focused audience and executive audience. Drive processes across various teams to ensure a unified, efficient response during critical periods. Actively collaborate with cross-functional teams to ensure effective prioritization and response to fast-moving issues Identify and prioritize emerging risks and escalations, support sensitive investigations, product mitigations and red-teaming. We're looking for a blend of: 5–10 years proven experience working with Product/ technical teams, Program Management, Crisis Management, Escalations Management, Consulting or a similar role Demonstrated ability to work on and understand technically complex projects and program manage workflows. Experience working on projects and initiatives with a fo

Talkdesk is seeking a Sr. Technical Support Engineer who thrives at the intersection of deep technical troubleshooting and high-level customer consulting. In this role, you aren’t just closing tickets; you are a strategic partner to our clients, an advocate for their needs internally, and a developer of tools that make our entire support engine run smoother. You will be the bridge between our customers and our Engineering, Product, and Professional Services teams, ensuring that complex technical challenges are met with elegant, scalable solutions. Key Responsibilities Technical Leadership & Triage Advanced Troubleshooting: Lead Talkdesk’s most intricate support tasks. Outline reproduction steps, drive issues to resolution, and manage customer expectations with clarity. Escalation Management: Serve as the definitive point of contact for issues escalated from Tier 1 or Client Services, ensuring timely resolution. Developer Advisory: Act as the primary technical contact for partner and user developers, comfortably navigating and advising on custom solutions and integrations. Efficiency & Innovation Tool Development: Identify recurring manual tasks and develop internal tools or scripts (JavaScript, etc.) to automate the team’s most time-consuming workflows. Process Optimization: Leverage strong technical acumen to dynamically identify processes and technical solutions for unexpected or high-pressure situations. Customer Advocacy & Success Voice of the Customer: Identify and synthesize customer feedback to act as a strategic advocate to internal Product and Engineering teams. Strategic Consulting: Develop trust with client leadership to remove roadblocks, formulate best practices, and document functional/technical requirements. Risk Mitigation: Work closely with customers to track work progress and create strategies for risk mitigation and contingency planning. Feature Demonstrations: Conduct engaging demos of feature enhancements for both new and existing cu

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. The Global Customer Support Team At Okta, our Global Customer Support (GCS) team is on a mission to empower customers through proactive, guided, and deeply personalized experiences. Embedded within the Customer First ecosystem, GCS drives success across four specialized functions: Support Delivery, Escalations Management, Red Account Recovery, and Supportability. Behind the scenes, the GCS Program Management Office (PMO) fuels our progress—spearheading strategic programs that sharpen our operational rigor and raise the bar for customer care. The Program Analyst Opportunity Reporting to the Senior Manager of Program Management & Planning, this role will support the Global Customer Support program management team by assisting with administrative tasks, data collection, and communication for programs designed to help the Support team scale and improve the efficiency and efficacy of the Support org. This is an entry-level role focused on learning foundational program management skills, understanding team processes, and coordinating with stakeholders under direct supervision. What you’ll be doing Support strategic projects for Customer Support and partner support leadership by assisting with data collection, data analysis, and documentation for deliverables such as partner analysis, business process mapping, and partner governance reporting, under the guidance of senior program managers. Coordinate with cross-funct

Job Title Remote Service Engineer Job Description Serve as the frontline remote technical expert, delivering rapid diagnostics and issue resolution for healthcare customers and field teams while minimizing onsite service through advanced troubleshooting and escalation management. Your role: Provide remote technical support and diagnostics to healthcare customers and field partners using advanced remote access technologies. Respond to customer inquiries as a Philips representative, delivering timely and accurate troubleshooting support. Resolve service issues by leveraging internal tools, systems, and knowledge resources. Escalate complex product issues to higher-level support for further evaluation and resolution. Utilize remote capabilities to efficiently resolve issues and reduce the need for onsite service dispatch. You're the right fit if: You’ve acquired 5+ years of remote software system experience along with a solid background in structured query language (SQL) and Windows server environments. Your skills include computer networking, technical solutions authoring, and the ability to solve mechanical and electrical issues. You have an associates degree or higher, technical discipline preferred. You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this Field Service position. You’re a team player who is versatile and keen to work with a variety of Philips products. How we work together We believe that we are better together than apart. For

Senior Field Technical Support Consultant Description - The Senior Field Technical Support Consultant is responsible for driving technical escalation management, service quality improvement, partner enablement, operational governance, and customer satisfaction across HP India operations. The role serves as a key technical advisor and escalation leader, collaborating with Field Operations, ATS, Care Center, Supply Chain, Quality, Engineering, and business stakeholders to resolve complex customer issues, improve service delivery performance, and drive continuous operational improvement. Key Responsibilities Service Quality & Operational Excellence Monitor and improve key service metrics including RR30, PPSNC, AIR, AFR, CE Scorecard, and repair quality indicators. Identify operational improvement opportunities through data analysis and trend reviews. Develop and implement corrective action plans to improve overall service performance. Support cost reduction, waste elimination, and serviceability improvement initiatives. Partner Enablement & Capability Development Design and conduct technical, process, and quality training programs for HP partners and subcontractors. Lead Train-the-Trainer (TTT) initiatives, field coaching, audits, and ride-along programs. Develop SOPs, knowledge articles, troubleshooting guides, checklists, and customer education materials. Drive partner readiness for new products, diagnostics, and service processes. Customer Experience & Governance Work closely with strategic customers and account teams to resolve business-critical issues. Improve customer experience through proactive communication, technical advisories, and escalation management. Ensure warranty compliance, service policy adherenc

About Us “Capco, a Wipro company, is a global technology and management consulting firm. Awarded with Consultancy of the year in the British Bank Award and has been ranked Top 100 Best Companies for Women in India 2022 by Avtar & Seramount . With our presence across 32 cities across globe, we support 100+ clients across banking, financial and Energy sectors. We are recognized for our deep transformation execution and delivery. WHY JOIN CAPCO? You will work on engaging projects with the largest international and local banks, insurance companies, payment service providers and other key players in the industry. The projects that will transform the financial services industry. MAKE AN IMPACT Innovative thinking, delivery excellence and thought leadership to help our clients transform their business. Together with our clients and industry partners, we deliver disruptive work that is changing energy and financial services. #BEYOURSELFATWORK Capco has a tolerant, open culture that values diversity, inclusivity, and creativity. CAREER ADVANCEMENT With no forced hierarchy at Capco, everyone has the opportunity to grow as we grow, taking their career into their own hands. DIVERSITY & INCLUSION We believe that diversity of people and perspective gives us a competitive advantage. MAKE AN IMPACT Role Description Key Responsibilities Drive complex enterprise data transformation initiatives involving data analytics, reference data, data quality, regulatory data, reconciliation, and large-scale data transformation and migration programs. Act as a senior client-facing leader, engaging with global stakeholders across business, operations, technology, data governance, and executive leadership. Provide delivery leadership across interconnected workstreams including business analysis, migration, testing, process transformation, and coexistence/cutover planning. Establish strong program governance, execution discipline, escalation management, and cross-stream coo

Secure Every Identity, from AI to Human Identity is the key to unlocking the potential of AI. Okta secures AI by building the trusted, neutral infrastructure that enables organizations to safely embrace this new era. This work requires a relentless drive to solve complex challenges with real-world stakes. We are looking for builders and owners who operate with speed and urgency and execute with excellence. This is an opportunity to do career-defining work. We're all in on this mission. If you are too, let's talk. About the Role Okta is seeking a Senior Provisioning Analyst to drive end-to-end execution, governance, and Tier 2 escalation management across complex customer provisioning. In this high-impact individual contributor role, you will champion operational integrity across multi-org customer environments, resolve critical provisioning bottlenecks, lead comprehensive reconciliation reporting, partner cross-functionally across global teams, and mentor team members to establish world-class operational excellence. Position Overview & Impact As a Senior Contributor within our Provisioning team, you will operate with high autonomy and serve as a Tier 2 Subject Matter Expert. You will take ownership of Tier 1 and Tier 2 incident resolutions, technical escalations, and multi-tenant systems management across a global scope. In this role, you will collaborate daily on strategic and operational initiatives alongside Support, Sales Engineering, Customer Success (CSM), Renewals, and Product Engineering. Your work will directly align with organizational Vision, Methods, and Targets (VMTs) to drive customer retention and enterprise scalability. Key Responsibilities Enterprise Deal & Org Provisioning: Lead end-to-end execution of complex Tier 2 customer provisioning cases, managing manual provisioning and deprovisioning alongside strategic high-value customer deprovisioning, validating contract structures, Salesforce opportunity associations, and multi-tenant o

We are looking to speak to candidates who are based in Bengaluru for our hybrid working model. Responsibilities Successfully co-ordinate with a global team of Cloud Operations Engineers who are tasked with ensuring our uptime guarantees to our Atlas customer base Help scale the worldwide Cloud Operations Engineering team with the strategic implementation of new processes and tools Assist in scoping, designing and deploying systems that reduce Mean Time to Resolve for customer incidents Monitor and detect emerging customer-facing incidents on the Atlas platform; assist in their proactive resolution Automate routine monitoring and troubleshooting tasks Diagnose live incidents, differentiate between platform issues versus usage issues, and take the next steps toward resolution Cooperate with our product management and cloud engineering organizations by identifying areas for improvement in the management applications powering the Atlas infrastructure Inform executive leadership and escalation management personnel of major outages Coordinate and participate in a weekly on-call rotation, where you will handle short term customer incidents (from direct surveillance or through alerts via our Technical Services Engineers) Requirements Experience with being an on call DevOps, SRE, or Cloud Operations engineer (at least 8 years) Expertise with Linux system administration, configuration, troubleshooting Experience in monitoring, system performance data collection and analysis, and reporting Expertise with networking technologies like DNS, TCP/IP, etc Knowledge of database operations and concepts. Familiarity with Amazon Web Services and other Cloud infrastructure platforms (e.g. GCP, Azure) We need intermediate proficiency in scripting or coding A CS/CE degree or equivalent experience At least 1 of the following programming languages: Java, Go, Python, Javascript A keen interest in learning new things Special requirements Willingness to work in 1st Shift (7:30 am IST to 3:30 pm