Escalation Management Manager Jobs

About the Team The SMB Ads team helps businesses discover, adopt, and grow with OpenAI’s advertising solutions. As we scale globally, we are building a high-performing sales organization that combines operational excellence, strong customer experiences, and AI-native ways of working. We partner closely with Sales, Revenue Operations, Finance, Product, Enablement, Program Management, and external BPO partners to drive advertiser acquisition, activation, revenue growth, and retention. About the Role We are hiring a BPO Lead to build and scale the outsourced operating model that supports our Ads business in APAC and globally. This is a builder role. You will design the governance, performance systems, capacity plans, quality programs, and accountability mechanisms that enable our BPO partners to deliver exceptional commercial outcomes. You will work across internal teams and external partner leadership to improve seller productivity, advertiser growth, forecasting accuracy, and operational quality. This is a highly cross-functional individual contributor role that sits at the intersection of Ads Sales, SMB, Revenue Operations, Finance, Enablement, Product, Program Management, and external BPO leadership. You will help define how OpenAI operates with external partners and build the systems, processes, and accountability mechanisms that enable the business to scale. This role is based in Singapore. We use a hybrid work model of 3 days in the office per week and offer relocation assistance to new employees. In this role, you will: Build and scale BPO operating models, governance structures, and performance frameworks for Ads Drive results across revenue, pipeline, advertiser acquisition, activation, retention, seller productivity, and quality Lead business reviews and executive governance forums with BPO partners and internal stakeholders Develop scorecards, forecasts, inspection mechanisms, and escalation processes that surface risks early Improve sales quality through p

About the Team The SMB Ads team helps businesses discover, adopt, and grow with OpenAI’s advertising solutions. As we scale globally, we are building a high-performing sales organization that combines operational excellence, strong customer experiences, and AI-native ways of working. We partner closely with Sales, Revenue Operations, Finance, Product, Enablement, Program Management, and external BPO partners to drive advertiser acquisition, activation, revenue growth, and retention. About the Role We are hiring a BPO Lead to build and scale the outsourced operating model that supports our Ads business in North America and globally. This is a builder role. You will design the governance, performance systems, capacity plans, quality programs, and accountability mechanisms that enable our BPO partners to deliver exceptional commercial outcomes. You will work across internal teams and external partner leadership to improve seller productivity, advertiser growth, forecasting accuracy, and operational quality. This is a highly cross-functional individual contributor role that sits at the intersection of Ads Sales, SMB, Revenue Operations, Finance, Enablement, Product, Program Management, and external BPO leadership. You will help define how OpenAI operates with external partners and build the systems, processes, and accountability mechanisms that enable the business to scale. In this role, you will: Build and scale BPO operating models, governance structures, and performance frameworks for Ads Drive results across revenue, pipeline, advertiser acquisition, activation, retention, seller productivity, and quality Lead business reviews and executive governance forums with BPO partners and internal stakeholders Develop scorecards, forecasts, inspection mechanisms, and escalation processes that surface risks early Improve sales quality through playbooks, QA frameworks, coaching programs, and performance analysis Partner with Sales, Revenue Operations, Product, Enablement, Fina

At Snowflake, we are powering the era of the agentic enterprise. To usher in this new era, we seek AI-native thinkers across every function who are energized by the opportunity to reinvent how they work. You don’t just use tools; you possess an innate curiosity, treating AI as a high-trust collaborator that is core to how you solve problems and accelerate your impact. We look for low-ego individuals who thrive in dynamic and fast-moving environments and move with an experimental mindset — who rapidly test emerging capabilities to discover simpler, more powerful ways to deliver results. At Snowflake, your role isn't just to execute a function, but to help redefine the future of how work gets done. Cloud Support Engineer (CSE) Snowflake seeks early-career Cloud Support Engineers who combine technical expertise, customer empathy, and an AI-first mindset . Fluency in Japanese (spoken and written) and familiarity with Japanese business culture; experience living or working in Japan preferred. You'll leverage and refine AI tools to accelerate troubleshooting, improve knowledge bases, and reduce time to resolution—safely and responsibly. Experience in 24x7 technical support, escalation handling, on-call rotations, and incident management is ideal. Key Responsibilities: As a Cloud Support Engineer , you manage customer cases and are accountable for accelerating their time-to-resolution, ensuring platform stability, and driving a world-class support experience. Operating as a full-stack technical support resource, this role blends deep hands-on troubleshooting with the customer empathy and communication skills of a trusted advisor. Customer Value and Incident Ownership Own the Customer Experience: Manage customer issues from initial triage through resolution and follow-up, ensuring clear communication and timely updates. Deliver Support Value with AI: Leverage AI assistants and diagnostics to accelerate triage and root-cause analysis while maintaining accuracy and safety sta

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. FA Lab Senior Manager - Job Responsibilities Position Summary Lead the Failure Analysis (FA) Laboratory to provide world-class analytical capabilities, enabling rapid root cause identification, yield improvement, customer issue resolution, and technology development. Drive laboratory excellence through technical leadership, operational efficiency, talent development, and strategic innovation. Key Responsibilities Technical Leadership Lead and oversee failure analysis activities supporting product development, manufacturing, quality, reliability, and customer escalations. Drive root cause investigations using advanced analytical techniques, including SEM, TEM, FIB, EDS, SIMS, APT, XRM, EBAC, nanoprobing, and other FA methodologies. Provide technical guidance for complex semiconductor device and process failure investigations. Establish analytical strategies and prioritize critical technical issues to meet business objectives. Laboratory Operations Manage day-to-day laboratory operations to ensure safety, quality, productivity, and on-time delivery. Develop and monitor key performance indicators (KPIs) including cycle time, tool utilization, capacity, and customer satisfaction. Oversee equipment planning, budget management, preventive maintenance, and capability upgrades. Ensure laboratory compliance with company standards, quality systems, and EHS requirements. Cross-Functional Collaboration <l

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. Own factory WIP control and output delivery , ensuring daily, weekly, and monthly production targets are consistently achieved while meeting overall manufacturing and business commitments. Develop and execute factory pacing and WIP management strategies to optimize WIP distribution, lot movement, queue time, cycle time, and overall manufacturing flow efficiency. Proactively identify bottlenecks, capacity constraints, and output risks by integrating capacity, WIP position, tool availability, and production requirements, and establish effective recovery plans and execution priorities. Manage factory output performance through real-time data and key performance indicators, including output, WIP, cycle time, throughput, and delivery performance, while driving timely corrective actions to close performance gaps. Lead cross-functional production alignment and problem solving , partnering with Production, Planning, Equipment, Process, Facilities, Quality, Automation, and other key stakeholders to align WIP flow, capacity, production priorities, and business requirements. Lead operational response and recovery execution during equipment constraints, process excursions, capacity gaps, and other business-critical manufacturing events, ensuring effective escalation, rapid decision-making, and timely recovery. Drive operational excellence and continuous improvement with a focus on output improvement, cycle time reduction, WIP optimization,

PMO – Operations Location: Glasgow (Hybrid) | Practice Area : Business Consulting | Type: Permanent Strengthen governance, enhance delivery and help shape smarter, AI-enabled ways of working across Operations. The Role Capco is looking for an experienced and highly motivated PMO professional to support portfolio, programme and project execution across Operations. Working closely with senior stakeholders and leadership teams, you will play a key role in strengthening governance, enhancing delivery oversight and providing high-quality insights to support effective decision-making. This role combines strong PMO and delivery management capabilities with a forward-looking approach to AI, automation and data-driven management. You will help ensure strategic priorities are translated into clear plans, effectively governed and delivered against measurable outcomes, using approved AI tools and AI-enabled workflows where appropriate to improve speed, quality and insight while maintaining human judgement and appropriate oversight. What You’ll Do Support portfolio, programme and project governance across Operations, ensuring effective oversight, delivery discipline and alignment to strategic priorities. Produce high-quality executive reporting, analysis and insights to support senior leadership decision-making, using approved AI, automation and digital tools where appropriate to improve efficiency and insight. Monitor strategic initiatives, milestones, risks, issues, dependencies and benefits, identifying areas requiring attention and supporting measurable business outcomes. Coordinate leadership forums, governance meetings and performance reviews, ensuring clear decisions, actions and accountability while driving consistency across planning, prioritisation and execution. Continuously improve PMO processes and ways of working, exploring responsible AI-enabled workflows and automation with appropriate human review, guardrails, escalation pathways and auditability. What We’re Loo

About Us: Comfrt is one of the fastest-growing direct-to-consumer brands, dedicated to blending mental wellness, inclusivity, and elevated comfort into every piece we create. Our mission goes beyond clothing — we strive to build a community where everyone feels supported and seen. About the Job: The TikTok Shop UK Health & Compliance Supervisor is responsible for monitoring, resolving, and improving all TikTok Shop operational issues that affect performance, and seller compliance. This role owns operational escalations, TikTok UK violations, SPS risk management, product review moderation, and the communication workflow with Ops, Product, and Ecom. This role ensures that all operational inefficiencies are identified early, resolved quickly, and translated into long term improvements that protect the seller account and elevate the customer experience. Key Responsibilities: Operational Issues Own investigation and resolution of all TikTok Shop UK operational issues Vendor and partner coordination with TikTok, logistics providers, and internal teams to resolve operational issues Monitor violation center alerts, flagged orders, and compliance warnings daily. Identify recurring operational breakdowns and partner with Ops/Product on root cause solutions. Manage all order-related escalations requiring cross-functional involvement. Ensure accurate case routing to prevent seller-fault cancellations. SPS Risk Monitoring & Optimization Monitor SPS components daily: cancellations, disputes, ODR, logistics performance, and violations. Identify negative trends and execute corrective actions with Ops, Product, Ecom and CX. Implement preventative workflows that directly reduce SPS penalties. Report weekly SPS insights to the CX Director of Operations Escalation Ownership Serve as a primary point of operational escalations. Prepare evidence packets for disputes and appeals. Provide final recommendations for high risk or multi layer operational issues. Ensure all escalat

About Us: Comfrt is one of the fastest-growing direct-to-consumer brands, dedicated to blending mental wellness, inclusivity, and elevated comfort into every piece we create. Our mission goes beyond clothing — we strive to build a community where everyone feels supported and seen. About the Job: The TikTok Shop UK Health & Compliance Supervisor is responsible for monitoring, resolving, and improving all TikTok Shop operational issues that affect performance, and seller compliance. This role owns operational escalations, TikTok UK violations, SPS risk management, product review moderation, and the communication workflow with Ops, Product, and Ecom. This role ensures that all operational inefficiencies are identified early, resolved quickly, and translated into long term improvements that protect the seller account and elevate the customer experience. Key Responsibilities: Operational Issues Own investigation and resolution of all TikTok Shop UK operational issues Vendor and partner coordination with TikTok, logistics providers, and internal teams to resolve operational issues Monitor violation center alerts, flagged orders, and compliance warnings daily. Identify recurring operational breakdowns and partner with Ops/Product on root cause solutions. Manage all order-related escalations requiring cross-functional involvement. Ensure accurate case routing to prevent seller-fault cancellations. SPS Risk Monitoring & Optimization Monitor SPS components daily: cancellations, disputes, ODR, logistics performance, and violations. Identify negative trends and execute corrective actions with Ops, Product, Ecom and CX. Implement preventative workflows that directly reduce SPS penalties. Report weekly SPS insights to the CX Director of Operations Escalation Ownership Serve as a primary point of operational escalations. Prepare evidence packets for disputes and appeals. Provide final recommendations for high risk or multi layer operational issues. Ensure all escalat

Job Title Product Support Engineer (Open) Job Description As a Product Support Engineer, you will be responsible for providing advanced technical support for Philips healthcare solutions and medical informatics platforms. The role focuses on diagnosing and resolving complex technical issues, supporting customer escalations, and contributing to continuous improvements in product support processes to enhance customer satisfaction and operational performance. Your role: Provide advanced technical support for healthcare products and solutions, diagnosing and troubleshooting software, hardware, network, and system-related issues. Act as a subject matter expert for internal teams, field engineers, and customers, supporting complex technical investigations and escalations. Collaborate with global teams, including R&D, Product Management, Service, and Field Service organizations to drive issue resolution and product improvements. Advocate for customer needs throughout the product lifecycle while promoting service excellence and customer satisfaction. Lead technical troubleshooting efforts and provide Level 3 escalation support for critical customer issues. Support service process improvements, reliability initiatives, technical communications, and knowledge-sharing activities. Participate in the development of training materials and technical documentation for internal and external stakeholders. Drive continuous improvement initiatives focused on product performance, supportability, and customer experience. You're the right fit if: You have experience in Healthcare IT, Biomedical Engineering, Medical Informatics, Clinical Informatics, Technical Product Support, or related fields. You have experience diagnosing and troubleshooting complex hardware, software, networking, or system integration issues. Yo

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 and Tasks Define, design, engineer, and implement storage and backup hardware and solutions. Define, in conjunction with other support groups and service providers, the functionality required to support business strategies. Work with customers to gather requirements and propose, engineer, and provision storage and backup solutions. Research and partner with vendors and management to select products that best meet company needs. Manage system setup and standardization of features and usage. Create documentation, testing, training, and post-deployment assessments. Adhere to the change management process for any planned maintenance, or when potential issues are identified. Provide training for new team members. Coordinate vendor-specific support and problem resolution. Adhere to Micron’s established processes and policies. Provide 24x7 On-Call technical support and expertise for customer issues and service provider escalation. Willing to work in shifts based on business requirements. Establish and implement policies, procedures, and standards, and ensure conformance. Evaluate and test new storage and backup solutions for compatibility with Micron’s IT environment. Define and adhere to established service and operational level agreements. Collect, monitor, report, and interpret operating metrics. Propose and implement storage and backup system enhancements (software and hardw

About the Team DashMart is a local-fulfillment center owned and operated by DoorDash, offering customers household essentials and other items to their doorsteps with speed, reliability, and quality. Customers order their convenience, grocery, retail, and prepared foods in the DoorDash app, and our team members fulfill orders in a real, brick-and-mortar store for Dashers to deliver. We’re open early and close late - some sites even run 24/7! About the Role DashMart is looking for a motivated and experienced individual that excels in fast-paced, physical environments and is excited to roll up their sleeves and actively engage in day-to-day operations. In this role, you will work within a local fulfillment center supporting Site Management running great shifts, and delegating tasks. As a Shift Lead, you will have shift responsibility for fulfilling orders in a warehouse environment and maintaining inventory, and in some locations, this involves preparing food in a light-prep kitchen. You’re excited about this opportunity because you will… Be an Owner: Take ownership of your assigned shifts, including warehouse and kitchen processes, safety/cleanliness, quality, and training. Maintain accountability for inventory, equipment, and other company assets to ensure they are properly handled, stored, and protected from loss or theft. Delight Customers: Ensure customer orders are delivered with high quality by executing orders accurately, communicating with customers when issues arise, and making sure Dasher pickups go smoothly. Lead: Guide Operations Associates through their shift by ensuring the team works safely and productively and serving as the point of escalation for daily operations. One Team One Fight: Support operations in both the warehouse and kitchen, assist with day-to-day tasks, and lead by example. You will be expected to engage in professional and respectful interactions with team members and customers, ensuring a positive and safe

About the Team DashMart is a local-fulfillment center owned and operated by DoorDash, offering customers household essentials and other items to their doorsteps with speed, reliability, and quality. Customers order their convenience, grocery, retail, and prepared foods in the DoorDash app, and our team members fulfill orders in a real, brick-and-mortar store for Dashers to deliver. We’re open early and close late - some sites even run 24/7! About the Role DashMart is looking for a motivated and experienced individual that excels in fast-paced, physical environments and is excited to roll up their sleeves and actively engage in day-to-day operations. In this role, you will work within a local fulfillment center supporting Site Management running great shifts, and delegating tasks. As a Shift Lead, you will have shift responsibility for fulfilling orders in a warehouse environment and maintaining inventory, and in some locations, this involves preparing food in a light-prep kitchen. You’re excited about this opportunity because you will… Be an Owner: Take ownership of your assigned shifts, including warehouse and kitchen processes, safety/cleanliness, quality, and training. Maintain accountability for inventory, equipment, and other company assets to ensure they are properly handled, stored, and protected from loss or theft. Delight Customers: Ensure customer orders are delivered with high quality by executing orders accurately, communicating with customers when issues arise, and making sure Dasher pickups go smoothly. Lead: Guide Operations Associates through their shift by ensuring the team works safely and productively and serving as the point of escalation for daily operations. One Team One Fight: Support operations in both the warehouse and kitchen, assist with day-to-day tasks, and lead by example. You will be expected to engage in professional and respectful interactions with team members and customers, ensuring a positive and safe

About the Team DashMart is a local-fulfillment center owned and operated by DoorDash, offering customers household essentials and other items to their doorsteps with speed, reliability, and quality. Customers order their convenience, grocery, retail, and prepared foods in the DoorDash app, and our team members fulfill orders in a real, brick-and-mortar store for Dashers to deliver. We’re open early and close late - some sites even run 24/7! About the Role DashMart is looking for a motivated and experienced individual that excels in fast-paced, physical environments and is excited to roll up their sleeves and actively engage in day-to-day operations. In this role, you will work within a local fulfillment center supporting Site Management running great shifts, and delegating tasks. As a Shift Lead, you will have shift responsibility for fulfilling orders in a warehouse environment and maintaining inventory, and in some locations, this involves preparing food in a light-prep kitchen. You’re excited about this opportunity because you will… Be an Owner: Take ownership of your assigned shifts, including warehouse and kitchen processes, safety/cleanliness, quality, and training. Maintain accountability for inventory, equipment, and other company assets to ensure they are properly handled, stored, and protected from loss or theft. Delight Customers: Ensure customer orders are delivered with high quality by executing orders accurately, communicating with customers when issues arise, and making sure Dasher pickups go smoothly. Lead: Guide Operations Associates through their shift by ensuring the team works safely and productively and serving as the point of escalation for daily operations. One Team One Fight: Support operations in both the warehouse and kitchen, assist with day-to-day tasks, and lead by example. You will be expected to engage in professional and respectful interactions with team members and customers, ensuring a positive and safe

We are looking for a Senior Network Engineer to take ownership of key areas of MongoDB's global network infrastructure. You'll design, deploy, and troubleshoot network and VPN solutions, including Palo Alto Prisma Access at global scale, partner with InfoSec to harden network security, and mentor engineers across the team. This role combines deep hands-on networking expertise with the judgment to prioritize and communicate risk and strategy to stakeholders. What You’ll Do Own the design, deployment, and operation of MongoDB's global network infrastructure Cisco Meraki, including routers, switches, firewalls,access points and IOT sensors Lead the rollout and ongoing management of Palo Alto Prisma Access as MongoDB's SASE , in partnership with InfoSec Administer and evolve MongoDB's network authentication stack, including RADIUS implementations (EAP-TLS, PAP, RadSec and Mac Authentication), ensuring secure and reliable network access Partner with InfoSec to implement and continuously improve network security controls, including VLAN configuration, firewall rules, DNS, DHCP, and IDS/IPS solutions Design and deploy network infrastructure for new and existing global office sites, partnering with Real Estate, workplace, AV, and Physical Security teams Serve as a senior technical escalation point (L3) for complex network issues across the organization Build automation to reduce manual network operations work and improve reliability and observability Act as a technical advisor for MongoDB's relationships with ISPs, hardware, low voltage cabling and other network vendors Mentor engineers across the team and contribute to a culture of technical excellence and self-service Responsibilities Ensure MongoDB's global network infrastructure and VPN remain fault tolerant, reliable, secure, and scalable as the company grows Reduce risk and technical debt across network, security and remote access solutions Communicate network strategy, risk, and incidents clearly to technical and non

The Role As the Head of Central Robot Operations , you will lead the central operations organization that powers autonomous robot delivery at scale. Acting as the operational command center for the business, you will build the capabilities, mechanisms, and teams that enable safe, reliable, and efficient robot operations across every market. You will own the operating model spanning Remote Assistance, Mapping Operations, Market Expansion, Infrastructure, Strategy & Operations, Policy & Demos, and Program Management etc. This leader will establish the systems, governance, and operational excellence needed to scale autonomous operations from a handful of cities to a global network, partnering closely with Engineering, Product, Safety, Hardware, Autonomy, Legal, Public Policy, and Market Operations. What You Will Do Build and Scale Central Robot Operations Define the long-term operating model, organizational structure, and roadmap for Central Robot Operations. Build scalable mechanisms, operating standards, and governance that enable reliable robot operations across all markets. Lead a high-performing organization spanning operations, analytics, expansion, mapping, infrastructure, and program management. Own Remote Assistance Operations Lead the 24/7 Remote Assistance organization responsible for supporting autonomous robots requiring human intervention. Define response-time SLAs, workforce planning, staffing models, scheduling, and escalation protocols. Develop monitoring, telemetry, and operational dashboards that provide real-time visibility into fleet health. Partner with Engineering and Product to analyze intervention data, eliminate recurring failure modes, and continuously reduce human intervention rates. Lead Mapping Operations Own the operational lifecycle of geospatial assets including HD maps, geofences, routing data, and points of interest. Establish mapping quality standards, QA mechanisms, refresh cycles, and operational readiness processes for new