Escalation Management Manager Jobs

About Anthropic Anthropic’s mission is to create reliable, interpretable, and steerable AI systems. We want AI to be safe and beneficial for our users and for society as a whole. Our team is a quickly growing group of committed researchers, engineers, policy experts, and business leaders working together to build beneficial AI systems. About the role As 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

The mission of The New York Times is to seek the truth and help people understand the world. That means independent journalism is at the heart of all we do as a company. It’s why we have a world-renowned newsroom that sends journalists to report on the ground from nearly 160 countries. It’s why we focus deeply on how our readers will experience our journalism, from print to audio to a world-class digital and app destination. And it’s why our business strategy centers on making journalism so good that it’s worth paying for. About the Role The New York Times is looking for an Engineering Manager to lead the Compute and Storage team in the Data Platform mission. We build, run and scale the shared compute engines, lakehouse storage and connective infrastructure that power our data platform at The Times. Our work enables teams across the company to publish and own data products without managing the infrastructure underneath. You will report to the Senior Engineering Manager of Data Platforms. This is a hybrid role based in our New York City headquarters. You can typically expect to come into the office 2-3+ days/week. Responsibilities Lead a team of engineers, promoting a culture of collaboration, innovation, and continuous improvement. Oversee roadmap execution for our compute, streaming, orchestration and lakehouse storage platforms. Guide architecture and technical decisions. Set standards for shared platform code and engine integrations so our systems stay secure, reliable and scalable. Define and track service goals for availability, provisioning speed, pipeline success and query performance. Build strong practices for on-call, automation, SLAs and escalation paths. Partner with the product and engineering teams that build on our platform to turn their needs into self-service capabilities. Develop and maintain budgets, forecasts and a cost attribution model. Support our value of journalistic independence and a strong commitment to our mission

Shape the Future with Dun & Bradstreet At Dun & Bradstreet, we believe data has the power to create a better tomorrow. As a global leader in business decisioning data and analytics, we help companies worldwide grow, manage risk, and innovate. Since 1841, businesses have trusted us to turn uncertainty into opportunity. We’re a diverse, global team that values creativity, collaboration, and bold ideas. Are you ready to make an impact and help shape what’s next? Join us! Explore opportunities at dnb.com/careers. Essential Responsibilities: Be a subject matter expert on D&B products and how they can be leveraged to fulfill a specific solution. Develop and maintain a product roadmap that aligns with business goals and customer needs. Manage the product throughout its lifecycle, from ideation to retirement. Prioritize product features and enhancements based on strategic goals. Collaborate with engineering and design teams to define product requirements and ensure successful development and delivery. Engages with customers and sellers to gather feedback to validate product/feature hypothesis to ensure that products meet quality standards, user needs and expectations. Keep abreast of latest market trends, perform research to understand customer’s needs, industry trends and competition landscape. Collaboration with business leaders to develop business cases for new product capabilities for existing products. Define and track key product metrics to measure product performance, trends, and risks to inform data driven decisions about areas for improvement. Facilitate communication to stakeholders on product life cycle and roadmap. Exercises judgement within defined procedures and practices to determine appropriate action. Applies learning techniques and contributes to analysis and investigation to solve problems Handles escalation while also escalating and informing appro

About Flexport: At Flexport, we believe global trade can move the human race forward. That’s why it’s our mission to make global commerce so easy there will be more of it. We’re shaping the future of a $10T industry with solutions powered by innovative technology and exceptional people. Today, companies of all sizes—from emerging brands to Fortune 500s—use Flexport technology to move more than $19B of merchandise across 112 countries a year. The recent global supply chain crisis has put Flexport center stage as we continue to play a pivotal role in how goods move around the world. We are proud to have the support of the best investors in the game who believe in our mission, solutions and people. Ready to tackle global challenges that impact business, society, and the environment? Come join us. About the Role Flexport is seeking a Senior AR Manager to lead the APAC accounts receivable function as part of our 2026 initiative to modernize and scale the global AR organization. This role owns cash collection performance, past-due backlog reduction, and credit block (CB) mitigation across the region, while driving automation and AI-enabled process improvements that align with Flexport's global standards. The ideal candidate is metrics-driven, comfortable managing high-volume, multi-entity, multi-currency operations, and skilled at building strong cross-functional and client relationships. Key Responsibilities Own the end-to-end AR performance for APAC, including DSO, collections effectiveness, and past-due/aging targets, reporting results against KPIs on a weekly and monthly cadence to global finance leadership. Drive down past-due backlog through structured collection strategies, escalation protocols, and proactive cash application, with a focus on converting outstanding AR into cash faster. Lead automation and AI tech initiatives across the AR workflow (dunning, cash application, reconciliation, reporting) to reduce manual touchpoints and improve throu

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 Anthropic's Applied AI team, you'll be a pre-sales architect focused on building technical relationships with our Global and Regional System Integrators (GSIs/RSIs) and cloud partners (AWS and GCP). You'll strengthen these relationships to accelerate indirect revenue, enable partners' AI practices, and execute our long-term go-to-market strategy. Responsibilities Strategic technical partnership: Act as a technical thought partner to the Anthropic GTM partnerships team. Bring technical expertise to help us understand the partner landscape, drive key strategic programs, and find ways to deepen partner technical capabilities. Embed with GSI and cloud partner technical teams to enable their AI practices, support troubleshooting, and evangelize Anthropic in their developer communities. You'll also serve as an escalation point for complex technical issues. Joint solution development: Work with partners to identify high-value, industry-specific GenAI applications, develop joint solutions, and codify reference architectures and best practices that speed time to deployment. Customer deal support: Step in to unblock strategic customer deals where partners are the primary delivery vehicle, providing deep technical expertise and solution architecture guidance. Partner ecosystem and 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. Product feedback: Gather and validate feedback on Anthrop

Ready to do the most impactful work of your career? At Coinbase , we are uncompromising on our mission to increase economic freedom. The bar is high, the environment is intense, and we like it that way. This isn't a place for complacency, it’s a place to be pushed past your perceived limits. If you're ready to build the future of finance alongside people who refuse to settle for "good enough," you belong here. Coinbase is a remote-first, but not remote-only company. Expect to get together quarterly for intense in-person working sessions called “surges.” learn more about working at Coinbase . As an IT Service Desk Engineer on our IT team, you'll own the end-to-end onboarding operations experience that sets every new hire up for success on Day 1. This role sits at the center of how Coinbase scales onboarding support globally, partnering across IT, People Ops, Engineering, and Security to deliver a consistent, high-quality experience. You'll run the day-to-day support operations, maintain the documentation and workflows that power onboarding, and drive automation that reduces friction while keeping quality high. What you'll do: Own new hire onboarding support operations, including Slack-based troubleshooting, Day 1 issue resolution, and facilitated sessions for high-touch or specialized cohorts Manage the global onboarding support rotation, ensuring regional coverage and readiness, and train rotating team members on onboarding standards and processes Lead intake, triage, and escalation of onboarding-related requests through ticketing systems, coordinating with partner teams to resolve blockers impacting new hires Maintain the Computer Setup Guide and onboarding knowledge base, ensuring documentation stays accurate and aligned with live UI, system behavior, and operational workflows Drive onboarding workflow improvements by identifying repetitive issues and piloting low-code automations, bots, and AI-assisted support motions that reduce manual work at

Our Customer Success team is committed to helping customers maximize the value of Asana as both a technology platform and a holistic approach to collaboration. From high touch to scalable success, our goal is to deepen the usage of the whole work graph, resulting in delivering unmatched value with scalability and consistency. We strive to help all of our customers, across countries, industries, and functions, get off on the right foot and continue to get the most value out of Asana over time. As a Manager, Customer Success (L7), you will lead our Enterprise Accounts team, taking ownership of the health, growth, and strategic value delivery of our most critical enterprise customer relationships. Reporting to Customer Success leadership, you will coach and develop a team of Enterprise Customer Success Managers, build scalable programs that drive adoption and AI consumption, and serve as a key cross-functional partner across Sales, Product, and Enablement. You will bring people leadership, operational excellence, and customer obsession to drive AI-driven transformation across our enterprise portfolio. This role is based in our San Francisco or New York office with an office-centric hybrid schedule. The standard in-office days are Monday, Tuesday, and Thursday. Most Asanas have the option to work from home on Wednesdays. Working from home on Fridays depends on the type of work you do and the teams with which you partner. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What you’ll achieve People Leadership & Coaching: Coach, mentor, and develop a high-performing team of Enterprise CSMs through regular 1:1s, performance reviews, and career development planning while defining goals, KPIs, and success metrics. Executive Relationship Advisory: Build and nurture executive-level relationships with enterprise customers, serving as an escalation point, strategic advisor, and leader for executive business reviews. Program

Behind every payment is someone who expects things to simply work. People shouldn't have to wonder where their money is or what's happening next. As a Payment Investigations Expert, you make payments feel effortless by giving our users fast answers, clear communication, and complete confidence in every interaction. That's your mission. Up for this? Kick off your application by taking our assessment and find out if bunq is your perfect match! 🕵️‍♂️ Take Ownership As our Payment Investigations Expert, you'll own the end-to-end payment investigation journey, from the moment an issue surfaces to the moment it's resolved and prevented from happening again. Build and scale AI-powered automation for payment investigation flows, driving auto-handle rates higher and continuously raising the ceiling each quarter. Track investigation performance and user satisfaction through Looker and Amplitude, running monthly gap analyses to turn structural issues into clear, actionable process improvements. Define and maintain handling guidelines, KPIs, and decision logic that ensure every investigation is handled consistently, compliantly, and fast, regardless of who or what is executing it. You have deep knowledge of payment schemes, rules, and the full payments lifecycle, including escalation flows and third-party communication with banks and payment schemes. You have an AI-first mindset, you design processes to be executed by automation, not built around it, and you actively look for ways to eliminate manual handling permanently. You know how to hunt for root causes using data: you don't stop at symptoms and you don't rely on gut feeling. You have a hands-on, get-it-done approach, you're comfortable owning urgent cases directly, learning from every escalation, and translating that into structural fixes. You're an excellent communicator and speak English fluently, with the ability to drive clear stakeholder alignment both in writing and in conversation. Curious to see how we make life

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 Claude is available to enterprises through Microsoft Foundry, and the Microsoft partnership has become one of our most important paths to market. Many of the largest enterprises in financial services, healthcare and life sciences, and the public sector buy Microsoft first, and we want Claude to be the obvious choice when they do. As Partner Manager for Microsoft Co-Sell, you will turn that partnership into pipeline and closed revenue. You will build and run joint sales plays with Microsoft's field organization, connect Anthropic account executives with their Microsoft counterparts on shared target accounts, and make sure deals that start in a co-sell conversation actually close through Azure Marketplace. You will own your work end to end, from the details of a single stuck deal to the executive readout on how the partnership is performing. Key responsibilities Own the co-sell engine day to day: design joint sales plays with Microsoft around the strongest enterprise use cases, run account mapping with Microsoft sellers, and turn introductions into working groups and joint opportunities that show up as pipeline Keep deals moving through Azure Marketplace, including private offers, billing setup, and partner attribution; track every opportunity through that process, know where it is stuck and who needs to act, and work with both sides until it closes Run the regular pipeline and escalation rhythm with Microsoft Give Anthropic and Microsoft leaders a clear view of what is working and what is blocked Bring field insight back to our product and go-to-market teams Own at least one major joint initiative with Microsoft, such as

Field Technical Support Description - Job Summary • This role is responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships. Responsibilities • Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts. • Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols. • Offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs. • Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements. • Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences. • Provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed. • Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches. • Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work. • Identifies opport

Field Technical Support Description - Job Summary • This role is responsible for improving the customer experience by providing installation information, addressing challenges, and delivering software services across pre-sales, post-sales, and service delivery support. The role caters to diverse customer needs, offering tailored solutions to complex accounts. The role employs proactive monitoring techniques, offers site support for break-fix activities, and provides expertise in resolving complex issues. The role also coordinates departmental work, mentors the team, identifies improvement opportunities, and fosters positive working relationships. Responsibilities • Enhances customer experience by providing a comprehensive overview of installation activities, site-specific information, and access to relevant contacts. • Addresses customer-relation challenges promptly and effectively, delivering guidance and escalating issues according to established protocols. • Offers software services encompassing pre-sales, post-sales, and service delivery support, catering to diverse customer needs. • Delivers services, including tailored solutions, to large enterprise, complex, or corporate accounts, addressing their specific requirements. • Utilizes proactive monitoring techniques and tools to identify opportunities for preventing problems and enhancing customer experiences. • Provides site support for customer break-fix activities, offers technical assistance to third-party and authorized service providers, and leads onsite escalation support when needed. • Applies extensive knowledge, resolves complex issues, and recommends improvements through creative and effective approaches. • Coordinates departmental work, mentors the team, and serves as an escalation point for different issues in the related area of work. • Identifies opport

At Lyft, our purpose is to serve and connect. We aim to achieve this by cultivating a work environment where all team members belong and have the opportunity to thrive. Lyft Ads’ vision is to build the largest transportation media network. We leverage media to elevate the transportation experience for our users while building an exciting and sustainable advertising business. Our assets include Lyft in-app sponsorship opportunities, the largest bikeshare network in the country, off network audience programmatic solutions, as well as experiential activations. Our work is fun, challenging, and rewarding and we are looking for a customer-focused team member passionate about solving problems, delighting our agency partners, and winning new business. As a Senior Digital Account Executive for Lyft Media, you will be the primary point of contact for major advertising agencies and marketing clients. You will have discretion to shape the future of our growing media business while managing the day-to-day sales processes and relationships with advertising agencies. Responsibilities: Lead C Suite level conversations to increase revenue and grow strategic partnerships Demonstrate in-depth insights of the sales process and product combination Lead account planning process that aligns brand and Lyft’s resources to maximize opportunities Grow revenue, educate and lead strategic conversations with clients and navigate complex relationships Demonstrate expertise in all matters relevant to your book of business, including escalation and troubleshooting to resolve client issues Spearhead client education on products and give product updates to advise on the best approach to drive business outcomes for clients and agencies Lead collaboration with external clients and internal stakeholders Create compelling media packages and custom offerings to close new media business Build and manage sales pipelines while achieving quarterly revenue goals Work autonomously and independently to seek new

At Breeze, we're building the AI-powered infrastructure layer for global commerce, making it radically simpler for businesses to sell, get paid, and operate across markets. We go far beyond traditional payment processing. Breeze combines global payments, AI, stablecoins, and a Merchant of Record-like model to take on the complexity businesses typically manage themselves, including compliance, risk, fraud, chargebacks, reconciliation, and customer support. Our goal is simple: let businesses focus on building and selling great products while Breeze handles the complexity behind getting paid. Backed by Sequoia Capital , Multicoin Capital , and The Chainsmokers , Breeze is a successful, rapidly growing, and exceptionally well-capitalized company. We have the runway to think long term while remaining early enough that every person joining today can have a meaningful impact on what we build. Overview Every merchant Breeze takes on creates an opportunity to grow and real financial exposure to manage. We’re hiring a Underwriter to own the decisions behind that growth: which merchants we support, on what terms, and how we protect Breeze from chargebacks, refunds, fraud, and merchant failure. You’ll own underwriting from application through ongoing monitoring, combining corporate credit analysis with sharp financial judgment to make high-impact decisions. This is a hands-on builder role with the autonomy to create the policies, scorecards, and processes that will shape how Breeze manages risk and scales globally. What You'll Do Underwrite new merchant applications: analyze financials, funding, runway/burn/unit economics; assess the business model's liability tail; make approve/decline/conditional decisions with a documented rationale Set reserves, holdbacks, volume caps and exposure limits Run portfolio re-reviews, adjust terms as merchant risk changes, maintain a watchlist/escalation path, track realized losses back into the framework Build and maintain underwriting policy,