Escalation Management Manager Jobs

Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The role: Reporting to the Head of AML Investigations, the Senior Manager will assist with the design and execution of SoFi’s transaction monitoring and wallet screening programs involving fiat currency, cryptocurrency and stablecoins. Responsibilities include establishing procedures, training materials, and furthering strategic initiatives related to digital assets as needed. Overseeing risk-related decisions to terminate customers. Additionally, this leader will oversee a team of FIU Investigators conducting independent suspicious activity investigations and preparing Suspicious Activity Reports related to both fiat and digital currencies. This requires that the Senior Manager conduct regular one-on-ones, deliver coaching, and perform holistic quality reviews of investigative work products to ensure rigorous analysis and thorough dispositions (quality control). What you’ll do: Manage a team of FIU Investigators responsible for evaluating AML and Fraud alerts and cases involving cryptocurrency, stablecoins, and other digital assets, determining whether activity presents financial-crime risk and whether escalation or SAR filing is warranted. Provide oversight and subject-matter expertise for complex digital-asset investigations, including on-chain transaction flows, wallet activity, self

About the role We’re looking for a Manager, Applied AI Architect to lead a team of Applied AI Architects. In this role, you’ll combine technical leadership, customer engagement, and team development to deliver exceptional customer experiences from pre-sales discovery and solution evaluation through deployment and adoption, driving real business impact. You’ll guide your team through complex customer challenges, help them navigate ambiguity, and ensure solutions are grounded in both strong technical thinking and clear business value. You’ll also partner closely with Sales, Deployment, Product, Engineering, and Research to create a seamless end-to-end customer journey. This role is open in our San Francisco or New York office. 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: Develop and communicate a clear strategic vision for the Applied AI Architect team, ensuring alignment with the company's overarching goals and the evolving needs of our customers. Guide and support a multifaceted team throughout the customer lifecycle, from pre-sales discovery and evaluation through deployment and adoption, ensuring clear technical account plans, measurable customer outcomes, and scalable systems and processes. Act as a trusted escalation point for key customers within your sales segment, helping to address complex technical challenges and ensuring clear communication with executive-level stakeholders. Advocate for the innovative and effective application of our AI technologies across various sectors, positioning the company as a leader in the industry. Ensure your team remains accountable for technical progress and customer outcomes, coordinating specialist support and establishing clear ownership with delivery teams for implementation execution. You’ll thrive in this role if you: Bring 8+ years of experience in technical customer-facing roles, building and managing C-level technical and busines

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Technical Support Engineer 2. About the job This position is needed for you to join the Support team and provide excellent technical support to users of the Email platform. Wearing the customer’s shoes is one of the core values of our company and excellent Support is what our customers have come to expect and love about Twilio. If you are a technically savvy individual who enjoys mentoring and raising the bar, and is also customer-focused with excellent communication skills, keep reading! Responsibilities In this role, you will: Provide product support for a wide range of customer inquiries received via telephone, email, social media and chat. Assess the nature of product or service issues and resolve a variety of complex support problems. Log customer interactions and tag/categorize issues accordingly. Resolve a monthly volume of tickets consistent Be the point of escalation for middle complex is

About Cleo Cleo is the AI-native supply chain orchestration company built on modern EDI. We help businesses orchestrate EDI, API, MFT, applications, and trading partner ecosystems with the visibility, intelligence, and control needed to keep business-critical supply chain transactions moving — from order to cash, procure to pay, and everywhere in between. Our platform, Cleo Integration Cloud, brings together integration, workflow automation, real-time monitoring, and Agentic AI intelligence so supply chain, operations, and IT teams can launch partners faster, automate transactions across business systems, resolve exceptions before they become disruptions, and gain actionable insight across the end-to-end supply chain. Trusted by 5,000+ customers across manufacturing, retail, logistics, and distribution, Cleo is headquartered in Rockford, Illinois, with offices in Chicago and Bangalore. We are a team united by one mission: to make supply chains smarter. Cleo Never Stops. The Opportunity Own the technical leadership of the team and end-to-end reliability of complex transaction operations, ensuring faster resolution, reduced repeat failures, and consistent SLA performance across the shift/team. What You'll Do ▸ Incident Leadership & Command ▸ • Lead P1/P2 incidents as incident commander, driving structured and timely resolution ▸ • Make real-time decisions during escalations and guide the team clearly ▸ • Ensure strong communication cadence and stakeholder confidence ▸ ✅ Measure: P1/P2 MTTR, escalation effectiveness, stakeholder feedback ▸ Advanced Troubleshooting & Problem Solving ▸ • Handle highly complex issues across EDI/API/SFTP ecosystems ▸ • Perform deep RCA with clear root cause and preventive actions ▸ • Solve ambiguous problems by connecting patterns across systems ▸ ✅ Measure: repeat issue reduction, RCA quality score, first-time resolution rate ▸ Team Oversight & Delivery Assurance ▸ • Oversee queue health, workload distribution, and SLA adheren

CLEAR is building THE secure identity company of the future. Our mission is to make experiences safer and easier—physically and digitally. With more than 43 million Members and a growing network of partners across the world, CLEAR's secure identity platform is transforming the way people live, work, and travel. Whether it’s at the airport, stadium, or throughout your everyday life, CLEAR unlocks the magic of frictionless experiences. CLEAR is seeking a Threat Detection Analyst III to join our SOC team to help strengthen our ability to detect, investigate, and respond to evolving security threats. In this role, you’ll lead complex investigations, improve CLEAR’s threat detection and response capabilities, and serve as a trusted security partner while helping develop the analysts and program around you. What you'll do: Lead complex investigations of security events across corporate networks, endpoints, data centers, cloud environments, and other critical systems, driving incidents from initial analysis through escalation and remediation Develop, tune, and optimize threat detection logic across SIEM, EDR, and other security platforms, proactively identifying coverage gaps, reducing false positives, and improving the fidelity of security alerts Partner with Engineering, Infrastructure, and other teams to investigate threats, identify root causes, communicate risk, and drive timely remediation and improvements to CLEAR’s security posture Apply threat intelligence, data, automation, and AI-enabled tools to identify emerging attack patterns, accelerate investigations, improve detection workflows, and strengthen decision-making while applying sound security judgment Serve as a subject matter expert and escalation point for other analysts, mentoring junior team members, sharing knowledge, and helping establish scalable processes, playbooks, and standards for threat detection and analysis Continuously evaluate CLEAR’s detection coverage against the evolving threat land

Sr. Product Manager, Mobile SDK — 9-Month Fixed-Term The team + the role Pendo's mobile SDK is embedded in hundreds of enterprise applications — native iOS and Android, plus React Native, Flutter, .NET MAUI, and Ionic/Capacitor — delivering analytics, in-app guides, and session replay to over 110M monthly active users. It is a developer-integrated product at an inflection point: hybrid framework parity, cross-surface guide delivery, and version fragmentation across an installed base that cannot be forced to upgrade are all live, unsolved problems with revenue implications. We're looking for a Sr. Product Manager to own Pendo Mobile end-to-end for nine months while our current PM is on maternity leave. This is a full mobile role with no secondary product area. You'll own the SDK roadmap, run live enterprise escalations, and make the architectural and commercial tradeoffs that protect at-risk revenue. This role requires SDK product experience specifically — not mobile app PM experience. The distinction matters: you're shipping software that other companies' engineering teams integrate into their own production applications, on their release cycles, with their performance budgets, and with their users affected when something goes wrong. We need someone useful in week two, not month two. This is a full-time Pendo employee position with full benefits for the nine-month fixed-term. This role is based in Herzliya, Israel, in-office 2–3 days per week. What this looks like day-to-day Own the mobile SDK roadmap end-to-end: release planning, versioning and deprecation strategy, and driving version adoption across a fragmented installed base — a shipped fix isn't a delivered fix until customers upgrade. Bring Mobile into Pendo's AI surface: from AI tagging to agentic installation, AI guide building extensions, and exposing mobile behavioral data through Pendo's MCP so customers' own agents can use it. Run the escalation motion: own the weekly customer status update, triage sev-

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 Everpure's global contract manufacturing network needs a single owner for capacity governance and supply chain network resilience — someone who replaces fragmented, reactive decision-making with one coherent framework spanning all lines of business. This role sits at the center of that shift: building the governance structures, risk frameworks, and executive reporting that let the network absorb shocks — geopolitical, infrastructure, business continuity — without derailing growth targets. You'll work closely with the Network Design Council, site managers, CM partners, and cross-functional teams like Mfg Product & Test Engineering, R&D Engineering, and Indirect Sourcing, with real influence over how capacity and risk decisions get made across the network. WHAT YOU'LL DO Own and govern the Global Capacity Planning Framework, building the RACI that gives the Supply Chain Network Council one source of truth across all lines of business Serve as the central escalation point for capacity issues network-wide, running a Monthly Global Capacity Review and standardized dashboards that keep site managers and CM partners aligned Define and govern Time to Recover (TTR) and Time to Survive/Time to Fail (TTF) resilience KPIs across all global production sites and products, translating gaps into prioritized mitigation plans for the highest-risk sites Drive the Capacity Analysis Tool and executive Tableau dashboard r

MongoDB is looking for a Manager, International Compliance to own statutory, regulatory, and corporate compliance for MongoDB's entities outside the US. This role sits at the intersection of Controllership, Legal, and Tax, ensuring MongoDB operates in full compliance with local corporate, tax, labor, and exchange control regulations across its international footprint, while supporting the broader global controllership agenda. This is a strong fit for someone who thrives on owning a compliance function across multiple jurisdictions, has strong experience navigating varied regulatory frameworks, and can lead a small team while partnering closely with global Finance, Legal, and Tax stakeholders. We are looking to speak to candidates who are based in Gurugram for our hybrid working model Key Responsibilities Statutory & Regulatory Compliance Own end-to-end compliance for MongoDB's international entities across corporate, tax, exchange control, and applicable labor law requirements in each jurisdiction Ensure timely filing of statutory returns, registers, and disclosures across countries, coordinating with local advisors and in-country teams where needed Monitor changes in regulatory requirements across MongoDB's international markets and proactively assess impact on operations Maintain a compliance calendar and tracker spanning all applicable jurisdictions and statutes, with clear ownership and escalation paths Corporate Governance & Secretarial Coordination Coordinate with local company secretaries, external counsel, and registered agents on board meetings, resolutions, annual filings, and other corporate governance requirements across entities Support entity structuring, intercompany agreements, and any new entity registrations, migrations, or closures internationally Maintain statutory registers across jurisdictions and ensure corporate records are audit-ready at all times Tax & Exchange Control Compliance Partner with the Global Tax team on transfer pric

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 a Partners Solutions Architect on the Applied AI team at Anthropic, you will be a Pre-Sales architect focused on cultivating technical relationships with our Global and Regional System Integrators (GSIs/RSIs), and our cloud partners (AWS and GCP). You will strengthen our relationships with key partners to accelerate indirect revenue, enable their AI practices, and execute on long-term GTM strategy. Key Responsibilities Strategic Technical Partnership : Be a technical thought partner to the Anthropic GTM partnerships team, providing technical expertise to better understand the partner landscape, driving key strategic programs, and identifying opportunities to deepen partner technical capabilities. Embed with GSI and cloud partner technical teams to enable their AI practices, support troubleshooting, evangelize Anthropic in their developer communities, and serve as an escalation point for complex technical issues. Joint Solution Development: Collaborate with partners to identify high value industry-specific GenAI applications, develop joint solutions and codify reference architectures / best practices to accelerate time to deployment Customer Deal Support: Intervene directly to unblock strategic customer deals where partners are the primary delivery vehicle, providing deep technical expertise and solution architecture guidance. Partner Ecosystem & Events : Represent Anthropic at partner events such as GSI customer workshops, AWS summits, and industry conferences. Lead or support partner-specific developer events, hackathons, and technical enablement sessions, especially for technically native communities. Pro

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 a Repairs Lead within the Data Center Infrastructure organization, you will define and manage the end-to-end hardware repair program across Anthropic's growing fleet of data centers. You will be accountable for repair turnaround time and the compute returned to service across every site, covering server, GPU/accelerator, network, and optics break-fix, RMA and reverse logistics with OEMs and ODMs, and the spares and repair inventory that keeps repair SLAs achievable. As a subject matter expert in hardware operations, you will develop scalable repair processes and quality targets, set the standards that site operations partners and repair vendors execute against, and turn failure trends into fixes which are driven upstream with engineering and equipment partners. If you are experienced in at-scale datacenter hardware operations, are passionate about HPC data centers, & enjoy working in complex, fast-paced environments, we welcome you to apply. Responsibilities Include: Define the global repair strategy including repair SLAs, prioritization rules, escalation paths, and reporting methods, and drive standardization across all sites. Own repair turnaround time and repair backlog across the fleet evidenced by Anthropic-owned ticket and telemetry dashboards you help develop. Author and improve procedures for triage, break-fix, return-to-service validation, and train site operations partners on how to execute them. Manage RMA and reverse logistics programs with OEMs, ODMs, and depot repair vendors, including warranty claims, return cycle times, and failure analysis feedback. Set spares pool sizing and stocking levels by s

Employee Applicant Privacy Notice Who we are: Shape a brighter financial future with us. Together with our members, we’re changing the way people think about and interact with personal finance. We’re a next-generation financial services company and national bank using innovative, mobile-first technology to help our millions of members reach their goals. The industry is going through an unprecedented transformation, and we’re at the forefront. We’re proud to come to work every day knowing that what we do has a direct impact on people’s lives, with our core values guiding us every step of the way. Join us to invest in yourself, your career, and the financial world. The role: The Director —Special Investigations (Financial Investigations Unit) will lead the prioritization and execution of proactive, complex, and high-risk AML investigations across the SoFi enterprise, including SoFi Bank, N.A., SoFi Securities, LLC, and the technology platform. This role will focus on identifying, investigating, and mitigating potential money laundering, terrorist financing, sanctions, fraud, and other financial-crime risks through targeted investigative initiatives. What you’ll do: Lead and execute proactive AML investigations involving complex typologies, high-risk customers, emerging threats including those related to digital assets, and material exposure to the enterprise. Manage the Special Investigations pipeline, including intake, triage, prioritization, assignment, escalation, and timely resolution of matters requiring enhanced investigative expertise. Conduct end-to-end investigations using internal and external data sources; document findings, develop clear narratives, and determine appropriate disposition, escalation, and reporting actions. Identify suspicious activity, emerging typologies, control gaps, and systemic trends; provide actionable recommendations to strengthen detection, investigation, and risk-mitigation capabilities. Partner closely with the Financ

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 Technical Services Engineer (DSE) for Portworx® by Everpure™, you will be the dedicated technical champion for our most strategic, high-value accounts. You will provide a "white-glove" support experience, moving beyond reactive troubleshooting to become a proactive extension of your customers' engineering teams. By mastering the Everpure™ Platform, you will ensure the stability of large-scale Kubernetes deployments across hybrid clouds, bridging the gap between customer success and internal R&D. Your mission is to foster deep technical trust, ensuring that our key partners maximize the reliability and performance of their mission-critical data services. WHAT YOU'LL DO Drive Strategic Customer Success: Serve as the primary technical point of contact for designated accounts, providing proactive monitoring and high-touch engagement to prevent issues before they impact production. Lead Complex Incident Resolution: Take end-to-end ownership of critical incidents in large-scale deployments, performing deep-dive analysis across the full software stack to ensure rapid restoration of services. Accelerate Engineering Innovation: Collaborate directly with escalation and development teams to reproduce complex bugs and analyze system logs, ensuring customer feedback directly influences product reliability and usability. Guide Deployment Lifecycle: Partner with customers through every phase—from pre-sales POCs a

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 a Partners Solutions Architect on the Applied AI team at Anthropic, you will be a Pre-Sales architect focused on cultivating technical relationships with our Global and Regional System Integrators (GSIs/RSIs), and our cloud partners (AWS and GCP). You will strengthen our relationships with key partners to accelerate indirect revenue, enable their AI practices, and execute on long-term GTM strategy. Key Responsibilities Strategic Technical Partnership : Be a technical thought partner to the Anthropic GTM partnerships team, providing technical expertise to better understand the partner landscape, driving key strategic programs, and identifying opportunities to deepen partner technical capabilities. Embed with GSI and cloud partner technical teams to enable their AI practices, support troubleshooting, evangelize Anthropic in their developer communities, and serve as an escalation point for complex technical issues. Joint Solution Development: Collaborate with partners to identify high value industry-specific GenAI applications, develop joint solutions and codify reference architectures / best practices to accelerate time to deployment Customer Deal Support: Intervene directly to unblock strategic customer deals where partners are the primary delivery vehicle, providing deep technical expertise and solution architecture guidance. Partner Ecosystem & Events : Represent Anthropic at partner events such as GSI customer workshops, AWS summits, and industry conferences. Lead or support partner-specific developer events, hackathons, and technical enablement sessions, especially for technically native communities. Pro

About the Team Join DoorDash's MarTech Operations team as we build the quality backbone for Retention Marketing! About the Role As a Senior Associate in Martech Operations focused on Creative Automation, you are an expert in the Retention Marketing end-to-end process and the marketing platforms teammates use to deliver high-quality campaigns. You understand how marketers use our internal tools for creative creation and audience building, and understand how data feeds and dynamic content unlock relevant, timely messaging across channels. You identify friction and drive adoption of new platform capabilities. You are the day-to-day point of contact between marketing teams and the platforms they run on. You’re excited about this opportunity because you will… You own execution for tooling scope: coordinating platform rollouts, building adoption tracking, documenting how tools work, and surfacing friction to the right owners. You move fast, bring structure to ambiguous situations, and ensure internal teams never feel like they're operating without support. Platform Rollout & Internal Launch Support. Coordinate the operational steps required to roll out new platform features or tool updates related to personalization and creative automation to internal marketing teams. Build readiness checklists, write internal launch briefs, and ensure training and documentation are in place before teams are asked to adopt something new. Adoption, Measurement & Insights. Track usage metrics for the MarTech tools and capabilities your team supports. Build dashboards that surface adoption rates, error rates, and efficiency signals. Identify where adoption is lagging and bring a point of view on why. Process Design & Workflow Optimization. Document existing workflows and identify friction in how internal marketing teams request, execute, and track campaigns. Support improvements to intake processes, SOPs, and escalation paths that reduce manual effort and improve turnaround times

About The Role Own the end-to-end data-center hardware quality and reliability loop for OpenAI’s 3P infrastructure and 1P current and next-gen platforms. Turn field failures into quantified risk, fast containment, verified root cause, improved MQE/NPI and manufacturing-test coverage, accurate spares forecasts, and upstream changes that prevent recurrence. The first hire must combine practical hardware/system understanding, reliability engineering, data fluency, and cross-functional technical leadership at data-center scale. Key Responsibilities • Build and govern the field-quality data model across telemetry, tickets, RMA/repair, FA, firmware, configuration, supplier, and manufacturing genealogy. • Define AFR, ASR, DPPM, MTBF/MTTR, repeat-repair, NTF, repair-cycle-time, and forecast-versus-actual metrics with explicit denominators and uncertainty. • Provide fleet-level macro views and unit/FRU/cohort-level micro views; detect shifts and bound affected populations. • Lead systemic field-failure triage, containment, failure analysis, 8D/CAPA, risk assessment, corrective-action verification, and recurrence monitoring. • Develop cohort, life-data, reliability-growth, and spare-demand projections by product, FRU, supplier, configuration, geography, and age. • Partner with MQE and NPI to convert field mechanisms into manufacturing-test coverage, screening/stress profiles, diagnostics, control plans, DFR/DFS requirements, FMEA/FTA, mission profiles, FRU strategy, and qualification gates. • Close the loop by verifying whether upstream changes reduce field recurrence. • Define supplier/CM FA standards, field-data contracts, scorecards, escalation paths, and closure evidence. • Provide serviceability, TCO, and spares inputs without owning inventory execution or procurement. • Create concise executive decision packages: population at risk, exposure, confidence, options, cost/risk, and recommendation. • Run the cross-functional reliability council and, as the team grows, mentor