Escalation Management Manager Jobs

Job Title Key Account Manager Ecommerce Job Description Job title: Key Account Manager Ecommerce Your role: We are seeking a commercially driven E-commerce Manager to own profitable growth and day-to-day business performance across Shopee, Lazada and TikTok Shop in Malaysia. The role will lead our appointed e-commerce enabler and work closely with Sales, Marketing, Finance, Supply Chain and Customer Service to deliver platform sales, campaign execution, media efficiency, inventory availability and an excellent customer experience. Own annual and monthly channel plans, net sales/GMV, contribution margin, trade investment and growth initiatives by platform. Develop platform-specific strategies covering assortment, pricing, flagship-store positioning, campaigns, vouchers, bundles, launches and platform negotiations. Set clear scope, KPIs and SLAs for the e-commerce enabler. Lead weekly operating reviews and monthly business reviews, monitor fees and deliverables, and ensure timely issue escalation and resolution. Plan and optimize sponsored search, affiliate commissions, vouchers and promotional mechanics. Evaluate ROAS, TACOS, incremental sales and promotion ROI. Drive affiliate, creator, livestream and short-form content programmes that convert reach and engagement into sales. Maintain strong product listings, search keywords, images, videos, specifications, ratings, reviews, pricing consistency and campaign visibility. Partner with Demand Planning, Supply Chain and the enabler to maintain availability, prepare campaign inventory, manage ageing stock and reduce cancellations and late shipments. Build weekly and monthly reporting covering sales, traffic, conversion, AOV, media, promotions, stock and profitability. Translate performance gaps into clear corrective actions. Monitor store health, chat response, ful

Customer Care Expert - Enterprise Start Date: December 14th - Training is 8-10 weeks, and will be remote. There is no PTO allowed during training, you will need to be present for each day of training. Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. A day in the life The Toast Enterprise Support team delivers advanced, omnichannel technical support to our most complex enterprise clients — corporate restaurant brands, national franchises, and international locations. As an Enterprise Support Expert, you'll resolve highly complex, high-risk technical issues across a broad and varied product landscape, manage demanding enterprise stakeholders, and bring order to a fast-paced, ambiguous environment — all while fielding incoming questions across phone, chat, and email. What you’ll do (Responsibilities) Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products for our Enterprise customers. Diagnose and resolve issues at the intersection of Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations, following established troubleshooting paths and escalating when a case falls outside documented guidance. Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current and flagging aging cases to your lead or manager. Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization. Communicate clearly across audiences — from front-of-house restaurant staff to corporate IT contacts — translating technical issues into actionable guidance. Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes, financially impacted, or executive-level cases.

We are seeking a dynamic, operational leader to join our Care leadership team as the Senior Director, International Customer Care . In this role, you will shape the long-term, global care strategy for our rapidly expanding international customer base. We are looking for a humble, empathetic, and data-driven people leader who encompasses Toast’s Values and has deep experience building and leading large teams in a fast-paced customer success/support environment. The ideal candidate will have the executive presence to implement a clear vision, drive continuous process improvements, and inspire a high-performing international organization. If you are passionate about customer advocacy, operational rigor, and leading teams through international growth, read on! A day in the life (Responsibilities) Strategic Leadership: Define and execute the international support strategy aligned with company growth objectives, regional customer expectations, and product complexity. Team Scaling & Development: Lead, inspire, and develop a diverse, high-performing international team. Actively recruit and build a strong talent pipeline, while providing mentorship to subordinate leaders to maintain a robust culture of career development and succession planning. Operational Excellence: Own and continuously improve global KPIs, including CSAT, NPS, response/resolution times, SLA compliance, and cost-per-case efficiency across international markets. Process & Tool Optimization: Design and optimize tiered support models, coverage structures, and escalation frameworks. Implement best-in-class tools and automation (AI-assisted workflows, self-service, knowledge bases) to scale support effectively. Executive Engagement: Serve as the senior point of escalation for strategic international accounts. Build trusted, transparent relationships with senior customer stakeholders and work directly with customers when needed to ensure an exceptional experience. Cross-Functional Collaboration: Partner

Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. A day in the life (Responsibilities) Toast is looking for a Senior Director, Customer Care Operational Excellence to own how our customer support organization operates, end to end. This is a build-and-run role: you will design (and continuously redesign) the people, process, systems, and data that determine whether every customer, from our smallest SMB accounts to our largest Enterprise relationships, gets a fast, effortless, high-quality resolution. This role sits at the center of our AI transformation of Support operations, evaluating, implementing, and scaling AI across chat, voice, and agent-assist workflows, while also owning the fundamentals: workforce planning and capacity, quality and performance measurement, and a closed-loop voice-of-customer program that feeds directly into our product and engineering roadmaps. You will lead a team, and this is a hands-on role: you're expected to get into the details, run point on hard problems personally, and build things yourself when needed. Support Operating Model: People, Process & Systems Own the end-to-end design of how Support operates: org structure, staffing model, tiering/routing, escalation paths, and channel model (chat, email, phone, self-service, community), and continuously refine it as the business scales. Build and run the operating cadence for the function: performance reviews, root-cause/escalation reviews, leadership readouts, and continuous-improvement rhythms. Segment design so that SMB, Mid-Market, and Enterprise customers each get a service model appropriate to their needs, complexity, and value. AI & Support Technology Transformation Own the roadmap for AI-enabled support, including virtual agents/chatbots, voice AI, agent-assist, and automation, from business case through implementation, measured a

Customer Care Expert - Enterprise Start Date: December 14th - Training is 8-10 weeks, and will be remote. There is no PTO allowed during training, you will need to be present for each day of training. Toast creates technology to help restaurants and local businesses succeed in a digital world, helping business owners operate, increase sales, engage customers, and keep employees happy. A day in the life The Toast Enterprise Support team delivers advanced, omnichannel technical support to our most complex enterprise clients — corporate restaurant brands, national franchises, and international locations. As an Enterprise Support Expert, you'll resolve highly complex, high-risk technical issues across a broad and varied product landscape, manage demanding enterprise stakeholders, and bring order to a fast-paced, ambiguous environment — all while fielding incoming questions across phone, chat, and email. What you’ll do (Responsibilities) Troubleshoot hardware, financial transaction mechanics, API integrations, and menu configuration issues across a wide range of Toast products for our Enterprise customers. Diagnose and resolve issues at the intersection of Toast and third-party systems, including 3rd party ordering APIs and enterprise accounting integrations, following established troubleshooting paths and escalating when a case falls outside documented guidance. Manage a steady mix of inbound case traffic across phone, chat, and email, keeping your active case backlog current and flagging aging cases to your lead or manager. Help triage incoming workload based on account tier and urgency, following team guidelines on prioritization. Communicate clearly across audiences — from front-of-house restaurant staff to corporate IT contacts — translating technical issues into actionable guidance. Support de-escalation of difficult customer situations, bringing in your manager or a senior teammate on high-stakes, financially impacted, or executive-level cases.

We take play seriously. We’re looking for curious adventurers ready to find their party, fueled by imagination and drive to build what’s never been built before. At Hasbro and Wizards of the Coast, you’ll collaborate with passionate teams to reimagine our iconic brands and create experiences that spark joy, connection, and community through the magic of play. This is your chance to shape legendary play that lasts a lifetime. We’re looking for a collaborative and thoughtful Program Lead to help support and uphold the values of our Wizards Play Network (WPN) and Organized Play programs. In this role, you’ll work to ensure a positive, safe, and welcoming environment across our global community by helping partners and players navigate policies and address concerns with care and consistency. You’ll take the lead on sensitive investigations, engage with stores and players to resolve issues, and collaborate with internal teams to promote transparency, fairness, and trust. By blending program coordination, policy support, and trust & safety principles, you’ll play a key role in maintaining the integrity of our play spaces and ensuring a healthy experience for players, retailers, and employees alike. What You'll Do: • Own the analysis of program data, policy guidelines, and incident reports to surface systemic concerns and recommend changes around policy adherence. • Lead complex, high-sensitivity investigations end to end, document evidence, and apply sound judgment when enforcing program rules. • Communicate clearly with partners and players about policy outcomes, maintaining professionalism in all interactions. • Define and improve the processes and standards the broader team uses to manage inquiries, investigations, and communications with timely follow-through. • Review partner-reported issues or concerns, assess their impact, and decide on resolution or escalation, using discretion and care. • Draw on internal systems and external context to build a

Sales Compensation Engagement Manager Description - Description - Sales Compensation Administration Manager, AMS HP is seeking a Sales Compensation Administration Manager to lead the AMS regional team responsible for end-to-end incentive compensation operations across the Americas. This role owns the operational integrity of the monthly compensation cycle for thousands of sellers, managing a team of Sales Compensation Analysts while driving process standardization, platform adoption, and AI-enabled transformation. The ideal candidate combines deep hands-on knowledge of SPM platforms and compensation mechanics with the leadership instincts to develop a high-performing team, influence cross-functional stakeholders without authority, and operate with precision in a high-stakes, high-volume environment. This role reports into the Global Sales Compensation Operations leadership and serves as the primary accountability layer between HP's seller-facing compensation commitments and the systems and processes that deliver on them. Responsibilities Team Leadership & Operations Lead, develop, and manage a team of Sales Compensation Analysts supporting the AMS region Own the monthly AMS calculation cycle end to end, from data readiness through payment release and establish accountability standards across the team Set performance expectations, conduct regular 1:1s, and build individual development plans aligned to team growth needs Serve as the primary escalation point for compensation issues, disputes, and cross-functional conflicts within AMS Monitor team capacity and workload distribution across cycles and peak periods Compensation Operations Execution Oversee semi-annual plan rollouts and mid-cycle updates across AMS comp

At Gilead, we’re creating a healthier world for all people. For more than 35 years, we’ve tackled diseases such as HIV, viral hepatitis, COVID-19 and cancer – working relentlessly to develop therapies that help improve lives and to ensure access to these therapies across the globe. We continue to fight against the world’s biggest health challenges, and our mission requires collaboration, determination and a relentless drive to make a difference. Every member of Gilead’s team plays a critical role in the discovery and development of life-changing scientific innovations. Our employees are our greatest asset as we work to achieve our bold ambitions, and we’re looking for the next wave of passionate and ambitious people ready to make a direct impact. We believe every employee deserves a great leader. People Leaders are the cornerstone to the employee experience at Gilead and Kite. As a people leader now or in the future, you are the key driver in evolving our culture and creating an environment where every employee feels included, developed and empowered to fulfil their aspirations. Join Gilead and help create possible, together. Job Description Serve as a strategic thought partner to the Executive Director and a senior cross-functional execution leader for Responsible Business. Help shape priorities, test options and tradeoffs, and translate agreed strategy into clear recommendations, effective governance and accountable delivery of complex enterprise initiatives. The remit extends beyond reporting readiness; overall strategy, executive alignment and material decisions remain with the Executive Director. Key responsibilities Translate Responsible Business strategy into governance processes, operating plans, decision pathways and clear escalation. Lead a defined portfolio of complex, cross-f

CCC MPS VAS Technical Solutions Representative Description - At HP, we believe in the power of ideas. We use ideas to put technology to work for everyone. And we believe that ideas thrive best in a culture of teamwork. That is why everyone - at every level in every function, is encouraged to have original ideas, to express them and to share them. We trust anything can be achieved if you really believe in it, and we will invest in your ideas to change lives and the way people work. This vision is what sets us apart as a company. At HP we work across borders and without limits. Global virtual teams share resources and pool their big ideas to solve business issues and meet personal goals. Everyone is valued for the unique skills, experiences, and perspective they bring. That’s how we work at HP. And this is how ideas and people grow. Job responsibilities Logs the call in to a data base Ensures that the customer is entitled to the service, validate customer contract details Manages all French BF HW service requests and enquirers of customers received through different access channels Manages customer expectations and identifying customer problems and solve them Performs re-entitlement and clarification Contacts customer for DBD needed. Monitors the service event through completion for compliance. Handles timely elevation and/or escalation, when get complex problem Coordination of support activities and planning and dispatching of HP resources Participates in projects for process or quality improvements. Provide feedback for operation excellence. Manages multiple tasks or cases simultaneously with minimal supervision. Working independently while using standard protocol when needed to respond to customer issues. Moderate judgment is used to supplement the outlined process. Successfully resolve moderate to more difficult te

About the Tean DashMart Kitchens (DMK) is a dedicated culinary team operating within a shared DashMart facility. While we work inside a DashMart building, we are a team focused on preparing made-to-order meals for customers ordering through the DoorDash app. We work side-by-side with our DashMart partners to deliver a seamless customer experience. We operate as one team within four walls, collaborating to ensure operational excellence, food quality, and a clean, organized environment. About the Role DashMart Kitchens is looking for a motivated and experienced individual who thrives in fast-paced, hands-on environments and is excited to lead from the front. As a Kitchen Shift Lead , you will have shift-level responsibility for kitchen execution within a shared DashMart facility. You will lead Kitchen Operations Associates and Shift Coordinators during your shift, ensuring food quality, safety, cleanliness, order accuracy, and operational excellence. We are looking for strong leaders who have experience in food service, kitchen operations, or grocery This role is dedicated to DMK operations while maintaining strong partnership and collaboration with DashMart site leadership to ensure overall facility success. You’re excited about this opportunity because... Own your assigned kitchen shifts, ensuring strong execution of food preparation standards, cleanliness, safety, and inventory practices (including FIFO and equipment care) Ensure all orders are prepared accurately, on time, and meet quality and food safety standards before handoff Lead and delegate tasks to Kitchen Operations Associates, serving as the primary escalation point for kitchen-related operational challenges Coach team members on proper food safety, cleanliness, and execution standards while modeling professionalism and urgency Partner closely with DashMart Shift Leads and Site Leadership to maintain alignment across kitchen and warehouse operations Support shared facility standards and contr

Who are we? FalconX is a pioneering team of operators, investors, and builders committed to revolutionizing institutional access to the crypto markets. Operating at the intersection of traditional finance and cutting-edge technology, FalconX addresses the industry's foremost challenges: Navigating the digital asset market can be complex and fragmented, with limited products and services that support trading strategies, structures, and liquidity found in conventional financial markets. As a comprehensive solution for all digital asset strategies from start to scale, FalconX operates as the connective tissue empowering clients with seamless navigation through the ever- evolving cryptocurrency landscape. Responsibilities Build, scale, and optimize core low-latency trading platforms. Architect AWS and hybrid cloud infrastructure for microsecond execution using kernel tuning (isolcpus), AWS Placement Groups, and enhanced networking (ENA/ENI). Design and maintain release pipelines for core trading engines (OMS, EMS, Gateways), ensuring zero-downtime deployments and deterministic rollbacks. Collaborate across teams to enhance platform reliability, performance, scalability, and security. Provision high-throughput messaging paths (Aeron, FIX gateways) to support venue expansions for market making and regional growth. Drive infrastructure automation, network topology design, and OS configurations using Terraform and Ansible. Build real-time telemetry pipelines using Grafana Cloud, Alloy, and Prometheus to detect latency spikes and system issues. Drive continuous platform efficiency, reduce tick-to-trade latency, and accelerate deployment cycles. Practice sustainable incident response, reduce MTTR, establish error budgets, and conduct blameless postmortems. Share on-call rotation duties and serve as a primary escalation point for production incidents. Enforce security best practices across all trading infrastructure to minimize attack surfaces and guarantee data integrity. Min

We are a global team of innovators and pioneers dedicated to shaping the future of observability. At New Relic, we build an intelligent platform that empowers companies to thrive in an AI-first world by giving them unparalleled insight into their complex systems. As we continue to expand our global footprint, we're looking for passionate people to join our mission. If you're ready to help the world's best companies optimize their digital applications, we invite you to explore a career with us! Your opportunity New Relic is seeking an Infrastructure Engineer to join our IT Engineering team, with a focus on network infrastructure and enterprise AI enablement. You will build and operate the networks that keep our global workforce connected and secure, and you will help deploy AI tools that make the company faster. This is an engineering role built around automation, scalability, and reliability, with real ownership over the platforms you run. We are looking for a systems thinker who automates repetitive work, writes clear documentation, and makes sound tradeoffs between security, usability, and speed of adoption. You will partner with Security, Compliance, Facilities, IT Support, and Engineering teams, and you will have room to lead projects and shape the roadmap. What you'll do You will own and improve core network infrastructure across our global offices while driving the technical rollout and governance of AI platforms across the company. Day-to-day responsibilities include: Network and infrastructure Design, deploy, and manage Meraki infrastructure across global offices using the Meraki Dashboard and APIs Troubleshoot and resolve office network issues, including Wi-Fi, switching, VLAN, DHCP, DNS, and connectivity problems. Manage ISP relationships, including circuit procurement, installs, renewals, SLAs, outage escalation, and domain performance tracking Plan and execute office network builds, moves, and refreshes with Facilities and Security Design, deploy,

This role sits within our Digital Customer Success team. This team exists to manage and evolve how we serve customers through digital and agentic experiences. The team helps MongoDB deliver a consistent, personalised and relevant experience using data, lifecycle programmes, automation, and human judgement where it matters most. We are looking for a Digital Success Manager to foster high-impact customer relationships at scale by leveraging data, automation, and digital channels to deliver tailored, value-led experiences. Blending strategic insight with digital programmes, you will advance our Digital-First strategy and achieve key organizational goals. Serving as a subject matter expert across a high volume of low-to-mid-tier accounts, you will build deep knowledge of the long tail of your assigned region, analyzing retention trends and uncovering new ways to add value. Rather than conducting traditional 1:1 meetings, you will drive customer outcomes using scalable digital check-ins, automated health-score triggers, and 1:many outreach, stepping in personally as the human-in-the-loop escalation point when judgment, nuance, or a personal touch is needed. Because this role is still evolving, we seek an entrepreneurial self-starter who is curious, driven, and excited to take initiative, someone who is knowledgeable and excited about AI and uses it hands-on to accelerate their work, run their own research, and manage their own programmes, but also understands its limitations. In this role you will partner closely with sales and cross-functional teams to shape the future of Digital Customer Success. We are looking to speak to candidates who are based in Gurugram/Bengaluru for our hybrid working model. Who You Are Our ideal candidate thrives in dynamic environments, is passionate and knowledgeable about AI, and brings strong analytical skills paired with a deep, customer-centric mindset. You are: Regional Expert & Escalation Point: Deep, long-tail knowledge

About the role: Patiently™ is a multi-condition telehealth business helping consumers use tax-advantaged healthcare dollars for treatment and care. As we scale our condition roadmap, we need a strong operator and strategic thinker to build and run the operational foundation of the business. This is a hands-on role for someone who can move between resolving an immediate patient or partner issue and building the processes, metrics, and cadence to scale. The right person thrives in an evolving environment — comfortable building 0-to-1 workstreams, creating structure where none exists, and driving results across internal and external partners. You will own day-to-day coordination and performance across clinical and provider workflows, pharmacy and fulfillment partners, customer support, and platform partners — working cross-functionally with Marketing, Product, Analytics, CS, Finance, and Operations to remove constraints and build a repeatable operating system as Patiently scales. Key responsibilities: Care delivery operations Manage the day-to-day operating relationship with Patiently's clinical, provider, and telehealth-platform partners. Ensure patients move smoothly from intake through provider review, treatment, and ongoing care. Identify workflow breakdowns and lead cross-functional efforts to resolve root causes. Have ownership mindset to drive solutions and think of second order effects when resolving operational challenges. Pharmacy and supply-chain operations Manage operating relationships with pharmacy, fulfillment performance, turnaround times, and SLAs. Build contingency plans for capacity constraints, shortages and partner disruptions. Platform and partner coordination Ensure responsibilities and handoffs are clear across Patiently, providers, pharmacies, customer support and technology partners. Lead readiness planning for major launches - workflows, escalation paths

Everpure (NYSE: P) has evolved from storage pioneer to data platform, closing fiscal 2026 with $3.7 billion in revenue, its first billion-dollar quarter, and accelerating growth into FY27. Our strategic agenda spans the companies defining the next era of technology - hyperscalers, AI labs, the AI hardware supply chain, data platform providers, and the broader AI ecosystem. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE As a Designated Services Engineer (DSE) focused on FlashArray, you will serve as the single, dedicated technical anchor for high-value enterprise accounts utilizing our Business Critical Services. Moving beyond a shared support queue, you will directly own customer relationships and complex end-to-end technical outcomes for Pure's flagship FlashArray platform. In close partnership with Support Account Managers, Technical Support Engineers, and Engineering teams, you will drive operational excellence, maximize system availability, and ensure clients achieve peak performance from their storage environments. WHAT YOU'LL DO Own Dedicated Customer Outcomes: Serve as the trusted technical authority for assigned enterprise accounts, driving end-to-end case ownership, leading critical escalation calls, and securing long-term account health and satisfaction across FlashArray deployments. Solve High-Impact Technical Challenges: Perform root-cause analysis and complex troubleshooting across FlashArray hardware, Purity operating environments, network connectivity, and performance anomalies to deliver definitive resolutions for enterprise clients. Proactively Protect System Stability: Coordinate critical software upgrades, maintenance, and change control procedures directly with customer engineering teams to eliminate downtime and operational risk. Drive Cross-Functional Collaboration: Partner with Support Account Managers and