Escalation Management Manager Jobs

Summary Join Aperia Solutions, a leader in SaaS solutions for the Payments and Compliance industries. Aperia is a Texas-based fintech and managed consultancy firm that creates custom SaaS applications and other software-based solutions for the payments, banking, and processing industry. Founded in 1999, Aperia offers business intelligence, risk management, compliance, and customer intelligence platforms. With offices in Dallas, Washington DC, and Vietnam, Aperia is a fast-paced, global organization that strives to improve efficiency in compliance, risk, and customer service operations. Aperia’s clients include banks, processors, payment facilitators, merchant service providers, independent sales organizations, and government entities. A career at Aperia promises a great challenge, culture, and opportunities to forge your own path. About the Role We are consolidating our merchant onboarding and servicing operations onto a unified Salesforce platform. The Salesforce Training & Enablement Specialist will design and deliver role-based learning that prepares our customer-facing teams to operate on the new platform confidently and effectively. This is a builder role — you will not inherit a finished training library. You will work with the CoE, Salesforce Professional Services, and stakeholders across Sales, Operations, Servicing, Onboarding, and Underwriting to create the learning experiences that drive adoption and change. The ideal candidate brings instructional design discipline, genuine customer service experience, and the ability to translate complex Salesforce workflows into persona-specific learning that sticks. What You Will Do Persona-Based Training Design Build and maintain training across four primary personas within the Pathways Learning Enablement Framework: Sales: Lead creation, application submission, rate negotiation, equipment ordering. Servicing: Account maintenance, case management, escalation handling, Onboarding / Deployment: File build, o

The Technical Support Engineer - Premium Care serves as the initial point of contact for Talkdesk’s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution. Team Specific Duties and Responsibilities: Familiarity with Reporting Applications: Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation Familiarity with Workforce Management (WFM) Applications: Schedule & Roster Support, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting Familiarity with Quality Management (QM) Applications: Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management Familiarity working with Government (Federal, State, Local), or Education customers Rigorous Ticketing Hygiene SLA Compliance & Tracking Escalation & Ownership Knowledge Base Maintenance Incident Communication Preferred Qualifications: Fluent in English Excellent written and verbal communication skills Previous experience in a client-facing technical role for a product business Strong problem-solving, decision-making, and critical-thinking skills Ability to make sense of something complex and explain it in plain English Professional, courteous and committed to providing amazing customer support Open-minded, positive and keen to learn Great attitude, team player Willing to work flexible hours Keen to mentor and help train junior team members College degree Pay Range (OTE Pay) : $45,073 - $79,497 Other Types of Pay : Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. Health Insurance : Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP). Retirement Benefits : 401(k) plan Paid Time Off : Talkdesk offers an

Our vision is to transform how the world uses information to enrich life for all . Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever. Responsibilities Develop, build, and operate production-grade AI agents supporting task automation, decision support, summarization, and human-in-the-loop execution, including the orchestration governing planning, tool use, multi-step state, failure recovery, and escalation to a person. Build and maintain the Model Context Protocol (MCP) and enterprise tool layer that exposes Micron's manufacturing systems and enterprise data to agents as well-scoped tools, resources, and prompts, owning tool contracts, schema and version management, and the reviews that keep every exposed capability auditable. Ground agents in authoritative, versioned proven experience, working with the manufacturing and engineering experts who own the operational rules to translate them into structured knowledge that agents can reason over reliably as the domain evolves. Establish the evaluation, security, observability, and delivery practices required to operate non-deterministic systems in a 24x7 environment: golden datasets and regression testing; tracing, failure-mode review, and production monitoring; prompt-injection defense, permission and data-boundary enforcement, and runtime guardrails; and cost and latency budgets with progressive rollout. Deliver enterprise full-stack solutions end to end, spanning C# / ASP.NET and C++ services, RESTful APIs, SQL data models, and Angular front ends on containerized Kubernetes platforms with CI/CD. Hold AI components to the same delivery and operatio

A Career with Point72's Surveillance Team Point72’s Surveillance team sets the industry standard for intelligence driven surveillance by proactively identifying, monitoring, and assessing various sources of compliance risk using proprietary tools and specialized tradecraft. We support senior management by providing strategic assessments, actionable recommendations, and real-time escalations. At Point72, members of the Surveillance team conduct integrated trade and communication surveillance and collaborate to turn information into intelligence for our internal customers. The team also monitors employee activity for evidence of violations of applicable federal securities laws, internal compliance policies and procedures, and relevant rules and regulations enforced by the SEC, FINRA, and other organizations. WHAT YOU'LL DO Conduct routine trade surveillance and investigations. Conduct routine communication surveillance for potential violations of relevant securities laws, rules, regulations, and Firm policies, and escalate suspicious or non-compliant events. Craft intelligence questions, and appropriately scope research to produce sophisticated and well-written analysis that provides insight and risk analysis, not simply information. Use tools and methodologies such as structured analytic techniques to improve analysis, check assumptions, and identify signposts or indicators of change. Work with managers to respond to information requests from financial regulators and ad-hoc taskings from members of the senior management team. Serve as a subject matter expert in your assigned coverage and stay abreast of relevant regulations, industry best practices, and internal policies. Leverage resources, technology, and information to minimize risk and protect the firm. WHAT'S REQUIRED We hire candidates with a wide range of academic and professional backgrounds; many have prior experience working in the US Intelligence Community, but some come from the private sector or joi

Job Title: Executive Operations Location: Jaipur, Rajasthan Job Type: Full Time - Work from Office Job Descriptions: An Executive Operations Assistance should work under Directors & Operations Manager and manages end-to-end digital retail processes. Key duties include maintaining website design, development, content management & product listings on the website, overseeing inventory and fulfilment, and resolving customer returns. They act as the bridge between warehouses, courier services, and digital storefronts to drive operational efficiency. Key Responsibilities • Website Management: Design, Development and content management on the website, • Marketplace Management: Updating product catalogues, optimizing pricing, and managing promotions on website and e-commerce platforms. • Inventory & Fulfilment: Monitoring stock levels to prevent stock-outs and coordinating the order lifecycle from processing to delivery. • Data Analytics: Using advanced Excel to track sales trends, manage margins, and provide operational reports. • Vendor Coordination: Liaising with warehouse staff, couriers, and suppliers to ensure on-time delivery and logistics management. • Customer Resolution: Overseeing and Handling escalations, returns, refunds, and customer inquiries to ensure high satisfaction rates. • Co-ordinations: Manages and coordinates with meeting with teams, vendors, customer and suppliers, • Technical Acumen: Understanding of web development languages (e.g., HTML, CSS, JavaScript, backend frameworks) and web architecture. • Leadership: Strong cross-functional communication and conflict-resolution skills Qualifications & Requirements: • Typically, 1 to 4 years of hands-on experience in e-commerce, retail, or supply chain operations. • Technical Skills: Proficiency with marketplace seller panels and advanced spreadsheet management. • Soft Skills: Street smart with Strong analytical capabilities, problem-solving, and communication.

call center executive, also known as a customer service representative (CSR), has many responsibilities, including: Customer service: Answering customer calls, providing information, and resolving issues Product and service information: Informing customers about new products, services, and policies Troubleshooting: Guiding customers through troubleshooting and navigating the company site Account management: Reviewing customer accounts and providing information about billing, shipping, and warranties Training: Helping to train new employees and inform them about customer management policies Cross-selling: Encouraging customers to buy products or services that complement their existing purchase De-escalation: De-escalating situations involving dissatisfied customers System and process improvements: Recommending improvements for systems and processes to boost organizational efficiency

The Technical Support Engineer - Platform Support serves as the initial point of contact for Talkdesk’s platform related issues, accurately capturing incident details, classifying impact and severity, and attempting immediate resolution. Team Specific Duties and Responsibilities: Familiarity with Reporting Applications: Issue Triage & Support, Data Verification, User Management & Access Control, and Incident Escalation Familiarity with Workforce Management (WFM) Applications: Schedule & Roster Support, Configuration & Maintenance, Data Sync & Integration Monitoring, and Ticketing & Troubleshooting Familiarity with Quality Management (QM) Applications: Platform Administration, Recording & Media Troubleshooting, System Health Monitoring, and Access & Role Management Rigorous Ticketing Hygiene SLA Compliance & Tracking Escalation & Ownership Knowledge Base Maintenance Incident Communication Preferred Qualifications: Fluent in English Excellent written and verbal communication skills Previous experience in a client-facing technical role for a product business Strong problem-solving, decision-making, and critical-thinking skills Ability to make sense of something complex and explain it in plain English Professional, courteous and committed to providing amazing customer support Open-minded, positive and keen to learn Great attitude, team player Willing to work flexible hours Keen to mentor and help train junior team members College degree Pay Range (OTE Pay) : $45,073 - $79,497 Other Types of Pay : Based on level and role the employee may be eligible for long term incentives in the form of equity and short term incentives of either bonus or commission. Health Insurance : Medical, Dental, Vision, Life and Disability Insurance, Employee Assistance Program (EAP). Retirement Benefits : 401(k) plan Paid Time Off : Talkdesk offers an uncapped paid time off program for exempt employees and an accrual-based program for

Customer Support Lead Location: Irvine, CA (On-site) | Type: Full-Time ROLE OVERVIEW We are seeking a Customer Support Lead to serve as our internal owner of customer support operations across multiple live-service titles. This is a senior individual contributor role responsible for managing and holding accountable our external CS vendor partners, ensuring consistent, high-quality support experiences for players across at least three active game titles. You will own the full support operation from SLA oversight and vendor performance to escalation handling, knowledge management, and player-facing support quality. You are a seasoned CS professional who has operated in live-service gaming environments, understands the pace and complexity of managing player support at scale, and knows how to get results through vendor partners. You are organized, data-driven, and a clear communicator who can represent support needs both internally to leadership and externally to vendor partners. KEY RESPONSIBILITIES Vendor Management & Accountability Serve as the primary NC America point of contact for all CS vendor partners, managing relationships across multiple titles. Define, track, and enforce SLAs, KPIs, and quality benchmarks; hold vendors accountable to agreed performance standards. Conduct regular vendor reviews, provide structured feedback, and drive continuous improvement across support operations. Identify and escalate vendor performance risks proactively, partnering with internal stakeholders to resolve gaps. Player Support Operations Own the end-to-end support experience for players across titles, ensuring quality and consistency regardless of which vendor handles the queue. Monitor ticket volume, queue health, and response times; surface trends and flag emerging issues before they become player-facing crises. Manage player escalations, including VIP and high-visibility cases, ensuring they are handled with appropriate urgency and care. Serve as the inte

The Senior Site Reliability Engineer (SRE) is responsible for ensuring the reliability, availability, performance, and operability of production systems across our platforms, by applying software engineering practices to operations, with a focus on automation, observability, and incident response. Responsibilities: Own and improve the reliability, availability, and performance of production services in Google Cloud (GCP). Participate in incident management, including detection, triage, mitigation, escalation, and recovery. Use and improve incident workflows and tooling (e.g., ServiceNow) to ensure clear ownership and timely communication. Design, implement, and operate observability solutions including monitoring, logging, tracing, synthetics, and dashboards (e.g., Splunk Observability, OpenTelemetry ). Reduce operational toil through automation and engineering-led solutions, proactively introducing and driving SRE best practices. Support on-call rotations across multiple time zones, contributing to a sustainable 24/7 support model. Define, monitor, and report SLIs, SLOs, and error budgets for critical services. Drive and be accountable for best-in-class service availability through SRE principles, automation, and proactive reliability engineering. Essential skills and/or Certifications: Bachelor’s degree in Computer Science, Information Technology or related field Strong experience with cloud-native concepts and technologies, with a strong preference for Google Cloud Platform (GCP) and Kubernetes (GKE ). Proven experience with Site Reliability Engineering and production incident management , ideally using platforms such as ServiceNow. Experience with monitoring and observability tools, including metrics, logs, traces, and synthetics (e.g., Splunk Observability, OpenTelemetr

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 South East 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,

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,

We are looking for a Trading Operations Specialist to support our algorithmic trading activities. Your main responsibility will be to ensure that trading runs smoothly, reliably, and safely, through careful execution of operational checks, real-time monitoring, and timely escalation. This is a hands-on role, not a management track - ideal for someone detail-oriented, disciplined, and motivated to work in a regulated algo-trading environment What You’ll Be Doing: Execute pre- and post-session checks to confirm system readiness and close out procedures Monitor intrasession invariants (positions, connectivity, latency, market data consistency, error rates) and promptly escalate deviations Follow escalation procedures to involve the right people at the right time when anomalies arise Contribute to continuous improvement of anomaly detection quality, incident reaction times, and communication efficiency Keep accurate operational records and logs for auditability and learning Shift-based schedule, ensuring reliable coverage across required trading hours. What We Look For In You: Bachelor’s degree in Finance, Economics, Mathematics, or related field (or equivalent practical experience) 3 years in trading operations, trade support, or market surveillance (experience in algo/electronic trading is a plus, but not required) Solid understanding of how financial markets and trading systems operate High attention to detail and ability to stay calm under pressure Comfortable following structured procedures while also spotting where they can be improved Clear communicator in English, able to escalate effectively and work with multidisciplinary teams Why Should You Join Our Team? Join an international team of highly qualified professionals Work remotely from an eligible location within the UTC−11 to UTC−5 time zone range. 40 paid days off Competitive salary

Job Title: Locum Acute Medicine Registrar Grade: ST3+ Location: London, Greater London Hours per Week: Flexible hours 7 – 50 hours (days, lates, weekends and on-calls). Consultant Rate: £50- £80 per hour We are seeking a motivated and experienced Registrar in Acute Medicine to join the acute medical team at our Trust in central London. You will be working within the Acute Medical Unit (AMU) / acute admissions pathway, managing a high-volume and varied caseload and contributing to the delivery of timely, high-quality patient care. Key Responsibilities Lead the assessment, investigation and early management of acutely unwell patients admitted under the acute medical take in the AMU or equivalent unit. Perform ward rounds, coordinate discharge planning, escalation and specialty referrals in collaboration with consultants and multidisciplinary teams. Supervise and support junior doctors (SHOs, CT2s) and other medical staff. Participate in teaching/training activities for juniors and medical students, and contribute to clinical audit, quality improvement and service development initiatives. Contribute to clinical guideline development and ensure evidence-based practice. Maintain high standards of patient safety, governance and compassion in line with Trust values. Person Specification – Qualifications & Experience Full registration with the General Medical Council (GMC) with licence to practise. MRCP (or equivalent) preferred. Specialist training in General (Internal) Medicine / Acute Medicine or equivalent. Previous NHS experience (eg at least 6 months). Experience in acute medicine, including the acute take, ward rounds and multidisciplinary working. Excellent communication skills, ability to work independently and as part of a team. Commitment to teaching, audit and continuous professional development. Benefits: • Competitive hourly rates • Daily and weekly payroll services • Revalidation and appraisal services • Career progression and market-ins

Roles & Responsibilities:- Planning Facilitates roadmap meetings. Ensures the business commit happens with proper coordination across teams and scope is well understood. Derives functional specs and provides a solution Architecture based on PRD. Ensures a proper project plan is available for all major features. Presentation to all Stakeholders. Planning and administering both projects and the overall program. Escalation point for any program. Execution Owns the overall execution plan that is derived from individual team plans. Ensure that teams follow the agreed process and guidelines. Status communication to all stakeholders.(Business & Engineering). Change Management. RISK management. Ensures that deliverables meet the quality standards set. Responsible for all cross team communications. Guides the team on best practices and processes. Maintains the KPI Metrics @ division and Program Level. Closure Lessons Learned are documented and applied in further programs. Contracts are formally closed and conduct necessary meetings to check and communicate that the key tenets of the project are met or not. Transfer of Deliverable s to customer and support functions. Desired Skills and Experience:- 6-8 years of technical program management experience. Deep hands-on technical expertise & systems knowledge. Excellent understanding ofprocessing platforms and queues Must have exposure to leading product development within a high growth environment Ability to lead cross functional teams of developers, designers, DevOps engineers. A proven track record of delivering initiatives from conception through completion on time, within budget and on or beyond scope. Requirement gathering, definition, and documentation experience & manage release schedules Ability to communicate effectively at all levels with executives and technical teams. Ability to handle multiple priorities in a fast-paced environment & deep&nbsp

Roles & Responsibilities:- Planning Facilitates roadmap meetings. Ensures the business commit happens with proper coordination across teams and scope is well understood. Derives functional specs and provides a solution Architecture based on PRD. Ensures a proper project plan is available for all major features. Presentation to all Stakeholders. Planning and administering both projects and the overall program. Escalation point for any program. Execution Owns the overall execution plan that is derived from individual team plans. Ensure that teams follow the agreed process and guidelines. Status communication to all stakeholders.(Business & Engineering). Change Management. RISK management. Ensures that deliverables meet the quality standards set. Responsible for all cross team communications. Guides the team on best practices and processes. Maintains the KPI Metrics @ division and Program Level. Closure Lessons Learned are documented and applied in further programs. Contracts are formally closed and conduct necessary meetings to check and communicate that the key tenets of the project are met or not. Transfer of Deliverable s to customer and support functions. Desired Skills and Experience:- 6-8 years of technical program management experience. Deep hands-on technical expertise & systems knowledge. Excellent understanding ofprocessing platforms and queues Must have exposure to leading product development within a high growth environment Ability to lead cross functional teams of developers, designers, DevOps engineers. A proven track record of delivering initiatives from conception through completion on time, within budget and on or beyond scope. Requirement gathering, definition, and documentation experience & manage release schedules Ability to communicate effectively at all levels with executives and technical teams. Ability to handle multiple priorities in a fast-paced environment & deep&nbsp