Escalation Management Manager Jobs

Why Harvey At Harvey, we’re transforming how legal and professional services operate. By combining frontier agentic AI, an enterprise-grade platform, and deep domain expertise, we’re reshaping how critical knowledge work gets done for decades to come. This is a rare chance to help build a generational company at a true inflection point. We have strong product-market fit and world-class investor support. We’re scaling fast and defining a new category in real time. The work is ambitious, the bar is high, and the opportunity for growth — personal, professional, and financial — is unmatched. Our team moves fast, takes ownership, and is deeply committed to the mission — operating with intensity, staying close to our customers, and pushing each other for excellence. We live by three values: Decisiveness, Simplicity, and Job's Not Finished. We act quickly on clear judgment over perfect information, we believe simplicity is what scales, and we're never satisfied with where we are. If you want to do the best work of your career alongside people who share that drive, we'd love to build with you. At Harvey, the future of professional services is being written today — and we’re just getting started. Role Overview Customer Experience runs on data — but right now, that data lives in too many places, speaks too many languages, and reaches the wrong people too late. This role exists to fix that. As Harvey's first Support Operations Data Analyst, you'll own the analytics function for the Customer Experience org. You'll build and maintain the dashboards, reports, and feedback loops that tell us whether we're hitting our north stars — cSAT, TTR, QA scores, escalation rates — and surface the signal underneath the numbers so we can act on it. You'll sit within the Support Operations team, reporting to the Support Operations Manager, and work closely with Customer Experience leadership and Harvey's central data team to ensure the org is equipped with the right instrumentation as we scale

Research Nurse (SDL) – Brighton | Location: Brighton (East & West – mobile clinic sites) Pay: £29.00 – £37.00 per hour (PAYE) Job Type: Temporary | Ongoing project | Flexible shifts About the Role Pulse Nursing is currently recruiting experienced Research Nurses / Nursing Service Delivery Leads (SDLs) to support a large-scale healthcare research programme across the Brighton area. This is a flexible, shift-based role , ideal for nurses looking for part-time work alongside other commitments. Candidates should be available to work 2–3 days per week within a 7-day service . You will be working across mobile clinic sites , with locations rotating every few weeks. Key Responsibilities Provide clinical leadership and supervision to Healthcare Assistants and Phlebotomists Oversee phlebotomy services and clinical standards Carry out hands-on clinical duties , including: Blood sample collection Measuring height, weight, blood pressure and basic observations Ensure compliance, governance, and quality standards are maintained Act as the main escalation point for any clinical or operational concerns Support daily clinic activity, including covering staff breaks Manage staff attendance and assist with shift coordination Report directly to the Lead Nurse Requirements Registered Nurse (RGN) Previous lead / in-charge / supervisory experience Strong phlebotomy skills (essential) Comfortable working in a hands-on clinical and leadership role Availability for 2–3 days per week Willingness to complete full compliance and onboarding Full UK driving licence preferred About the Programme This role supports a nationwide health research initiative focused on improving early detection and prevention of common diseases. Participants attend community-based clinics where health checks, blood samples, and lifestyle data are collected. What We Offer Competitive PAYE rates (£29–£37 per hour) Weekend enhancements Flexible working to suit your availability Ongoing, stab

ABOUT BASETEN Baseten powers mission-critical inference for the world's most dynamic AI companies, like Cursor, Notion, OpenEvidence, Abridge, Clay, Gamma, and Writer. By uniting applied AI research, flexible infrastructure, and seamless developer tooling, we enable companies operating at the frontier of AI to bring cutting-edge models into production. We're growing quickly and recently raised our $1.5B Series F , led by Altimeter Capital, Conviction Partners, and Spark Capital. Join us and help build the platform engineers turn to ship AI products. THE ROLE At Baseten, we’re looking for a Technical Program Manager to drive our most complex, cross-cutting infrastructure programs. This role will operate across all domains of AI infrastructure, from the GPUs up to the multi-cluster orchestration layer. This is an execution-first role. The work is less about owning a single system and more about imposing order on ambiguity: standing up the right structures, driving decisions to closure, and making sure nothing falls through the cracks across dozens of stakeholders. If you take satisfaction in turning a chaotic, half-defined initiative into a predictable, well-governed program, this role is for you. RESPONSIBILITIES Own complex migrations end to end. Lead large-scale infrastructure migrations across teams and domains. This will involve scoping the work, sequencing dependencies, managing risk, and driving them to completion without surprises. Drive process across infrastructure. Establish and run the operating rhythms that keep programs healthy: planning cadences, status reporting, decision logs, risk reviews, and escalation paths. Make the process light enough that teams adopt it and rigorous enough that it actually works. Help managers build the right structures. Partner with engineering managers and leads to design the team structures, ownership boundaries, and working models a program needs to succeed. Spot gaps in accountability before they become problems. Own foll

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 . Senior Software Engineer (EAA) The CEE Surfaces team, part of Coinbase's Customer Experience & Engagement org within EAA, owns the customer- and agent-facing support experiences across Help Center, chat, in-product entry points, and agent tools. We're hiring a Senior Software Engineer to build and scale high-impact CX journeys spanning React/TypeScript frontends, Go backend services, and integrations with the CEE Foundations and Intelligence layers. You'll ship reliable, measurable features that improve automation, resolution quality, and customer satisfaction across every support surface. What you'll do: Build end-to-end full-stack features across React/TypeScript frontends and Go backend services for Help Center, chat, and agent-facing workflows. Partner with Product, Design, CX Ops, and peer engineering teams to turn high-volume customer problems into intuitive self-serve and assisted-support experiences. Own APIs, service integrations, and UI flows that connect Surfaces with CEE Foundations and Intelligence capabilities, including routing, procedures, data-plane integrations, and evaluation systems. Drive CX outcomes through experimentation, instrumentation, and iterative delivery, using metrics such as containment, AtR, CSAT, and escalation rates. Lead integration of AI/ML and vendor capabilities into customer and agent experiences with appropriate guardrail

Who we are About Stripe Stripe is a financial infrastructure platform for businesses. Millions of companies from the world's largest enterprises to the most ambitious startups use Stripe to accept payments, grow their revenue, and accelerate new business opportunities. Our mission is to increase the GDP of the internet, and we have a staggering amount of work ahead. That means you have an unprecedented opportunity to put the global economy within everyone's reach while doing the most important work of your career. About the team As Stripe's user base and global footprint grows dramatically, we face uniquely complex operational challenges at the intersection of payments infrastructure, financial data integrity, and global scale. The Stripe Delivery Center (SDC) provides operational leverage across Stripe's portfolio supporting external users and internal teams with precision and speed. What you’ll do As a Technical Operations Analyst on the Payments team, you will own the reliability and accuracy of some of the world's most critical payment flows, a platform processing hundreds of billions of dollars annually. You will sit at the intersection of engineering, finance, and operations: triaging live payment failures, driving reconciliation accuracy, and partnering with financial institutions globally to resolve issues fast. This is not a passive monitoring role. You will be expected to independently own investigations end-to-end, identify systemic issues before they escalate, and drive process improvements that scale with Stripe's growth. Responsibilities Own reconciliation and payments-related investigations, ensuring accurate ledgering of funds and resolving discrepancies with banking partners swiftly and precisely. Proactively monitor payment performance across users and payment methods; triage degradation alerts, diagnose root causes, and communicate findings clearly to technical and non-technical stakeholders. Serve as the escalation point for complex support inqui

Who We Are At OKX, we believe that the future will be reshaped by crypto, and ultimately contribute to every individual's freedom. OKX is a leading crypto exchange, and the developer of OKX Wallet, giving millions access to crypto trading and decentralized crypto applications (dApps). OKX is also a trusted brand by hundreds of large institutions seeking access to crypto markets. We are safe and reliable, backed by our Proof of Reserves. Across our multiple offices globally, we are united by our core principles: We Before Me , Do the Right Thing , and Get Things Done . These shared values drive our culture, shape our processes, and foster a friendly, rewarding, and diverse environment for every OK-er. OKX is part of OKG, a group that brings the value of Blockchain to users around the world, through our leading products OKX, OKX Wallet, OKLink and more. About the team The Finance Data Team is responsible for the data infrastructure that powers OKX's compliance, regulatory, and financial reporting operations globally. Our Finance Data domain covers everything from raw transaction ingestion to consolidated group financials — supporting statutory reporting, board-level financials, and audit readiness across 100+ markets. This is a team that treats data correctness as a non-negotiable. We operate at the intersection of engineering rigour, financial domain knowledge, and regulatory accountability. About the role We are looking for a Staff Data Engineer to be the technical anchor for Finance Data at OKX. You will define how Finance data is architected, validated, and delivered, and set the standard for how the team operates in an AI-native way. You will work directly with Finance, Accounting, and Treasury stakeholders to ensure that financial data is complete, reconciled, traceable, and audit-ready. You will also be the domain's primary escalation point and the technical voice of Finance Data within the broader engineering organisation

Figma is growing our team of passionate creatives and builders on a mission to make design accessible to all. Figma’s platform helps teams bring ideas to life—whether you're brainstorming, creating a prototype, translating designs into code, or iterating with AI. From idea to product, Figma empowers teams to streamline workflows, move faster, and work together in real time from anywhere in the world. If you're excited to shape the future of design and collaboration, join us! Figma's Security team is growing, and we're looking for a Security Operations Manager to lead the strategy and execution of our security operations program. In this role, you'll build and scale the systems, processes, and tooling that help protect Figma and our community. You'll partner closely with Security Engineering, Platform Security, IT, GRC, and Legal to strengthen our detection and response capabilities, improve operational resilience, and help shape the future of our DART and SOC functions. This is a full time role that can be held from one of our US hubs or remotely in the United States. What you'll do at Figma: Own Figma's security monitoring and incident response program, from detection engineering through post-incident review and continuous improvement Build and automate security operations workflows, including alert triage, enrichment, investigation, and response actions using SOAR and custom tooling Develop and maintain incident response run books, escalation procedures, and communication plans for security events of varying severity Lead incident response preparedness initiatives, including tabletop exercises, red team engagements, and response capability assessments Improve the effectiveness of our SIEM and SOAR platforms by reducing noise, increasing signal fidelity, and closing detection coverage gaps Build and operationalize threat intelligence capabilities to identify adversary behaviors, prioritize investments, and strengthen detection and response programs Partner wi

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. The Opportunity As a Senior Air Operations Associate based in Vietnam, you will manage complex airfreight operations while providing hands-on leadership to a small team. This role is designed for experienced operators ready to take the next step — driving execution excellence, mentoring teammates, and contributing to process improvements that will shape Flexport's growing operations in Vietnam. What You'll Do Coordinate end-to-end airfreight operations in alignment with company strategy, global policies, and customer requirements Serve as the first point of escalation for shipment exceptions, resolving issues with urgency and sound judgement Coach and mentor team members to ensure SOP compliance, productivity, and a culture of continuous improvement Maintain high data accuracy and timely milestone updates across Flexport systems to meet KPIs and SLAs Oversee billing accuracy and cost control, resolving invoice disputes promptly and effectively Monitor and review vendor and carrier performance, providing constructive feedback and actionable solutions Support strategic initiatives including carrier integrations, client onboarding, and system or process upgrades Build

At Ripple, we’re building a world where value moves like information does today. It’s big, it’s bold, and we’re already doing it. Through our crypto solutions for financial institutions, businesses, governments and developers, we are improving the global financial system and creating greater economic fairness and opportunity for more people, in more places around the world. And we get to do the best work of our career and grow our skills surrounded by colleagues who have our backs. If you’re ready to see your impact and unlock incredible career growth opportunities, join us, and build real world value. What You’ll Do Payments Discovery & Strategy Lead structured discovery sessions to map a client’s end-to-end payment workflows—wire, ACH, SEPA, SWIFT, RTP, and beyond—identifying bottlenecks, approval gaps, and bank connectivity requirements. Advise clients on payment modernization strategies, including migration from legacy file-based formats (NACHA, MT101, MT103, ISO20022) to API-driven bank connectivity via the ClearConnect Gateway (CCG). Bank API & Connectivity Implementation Configure and test bank connectivity for payment initiation, including SWIFT, H2H file exchange, and direct API integrations via the CCG connector framework. Serve as the Tier 3 escalation point for payment connectivity issues, diagnosing failures across bank portals, middleware, and the Ripple Treasury platform. Collaborate with the Platform Connectivity team to validate new bank connectors against client payment requirements, providing structured feedback on API capabilities and gaps. Technical Configuration & Integration Configure payment templates, approval workflows, bank account hierarchies, and currency rules within Ripple Treasury to match each client’s operational model. Design and execute data mapping scripts and payment format transformations, owning the validation and quality assurance of all configuration logic. Manage ERP integrations —including SAP, Oracle, Wo

Who we are Samsara (NYSE: IOT) is the pioneer of the Connected Operations™ Cloud, which is a platform that enables organizations that depend on physical operations to harness Internet of Things (IoT) data to develop actionable insights and improve their operations. At Samsara, we are helping improve the safety, efficiency and sustainability of the physical operations that power our global economy. Representing more than 40% of global GDP, these industries are the infrastructure of our planet, including agriculture, construction, field services, transportation, and manufacturing — and we are excited to help digitally transform their operations at scale. Working at Samsara means you’ll help define the future of physical operations and be on a team that’s shaping an exciting array of product solutions, including Video-Based Safety, Vehicle Telematics, Apps and Driver Workflows, and Equipment Monitoring. As part of a recently public company, you’ll have the autonomy and support to make an impact as we build for the long term. About the Role We are looking for an experienced Mobile Product Support Engineer to join our Global Technical Support organization. This role is ideal for a technical leader who thrives on solving highly complex mobile-related issues, with a strong focus on customer impact, operational workflows, and regulatory considerations. As a Product Support Engineer, Mobile Experience, you will serve as a senior technical escalation owner responsible for leading complex investigations end-to-end across Samsara’s mobile ecosystem. You will work cross-functionally with Engineering and Product teams to drive issue resolution, improve product quality, and influence roadmap decisions that enhance the reliability, compliance, and supportability of Samsara’s mobile applications. PSE III is a senior individual contributor role requiring strong technical depth, ownership, and leadership. You will be expected to set a high bar for technical investigations, mentor and

Head of Channel Partnerships, APAC Asana is looking for a Head of Channel Partnerships to lead and grow our channel business across APAC (excluding Japan). The Channel and Ecosystems team is dedicated to accelerating Asana's growth and market reach through partnerships and fostering a thriving partner network. In this role, you will sit at the intersection of sales leadership and channel strategy, managing a team of Channel Partner Managers spanning the region, setting the strategic direction for how we go to market through and with partners, and raising the bar on how our team sells alongside them. Reporting to the GM of APAC, you will be a key voice in shaping how Asana scales across diverse and fast-growing markets by running deep discovery, driving executive storytelling, and coaching your team to model excellence in the field. This role is based in our Singapore or Sydney office with an office-centric hybrid schedule. The standard in-office days are Tuesday, Wednesday, and Thursday. Most Asanas have the option to work from home on Mondays and Fridays. If you're interviewing for this role, your recruiter will share more about the in-office requirements. What you’ll achieve Lead, coach, and develop a regional team of Channel Partner Managers across APAC (ex-Japan), owning their performance, growth, and day-to-day effectiveness in the field. Own the APAC channel revenue number, setting targets, building pipeline visibility, and holding the team accountable to outcomes. Shape and execute the APAC channel GTM strategy, including partner segmentation, coverage model, and investment priorities across Southeast Asia, India, ANZ, and other key markets. Raise the team's sales capability, coaching them on how they run discovery, identify customer pain, and show up alongside partners in front of executive stakeholders. Build and maintain senior relationships with Asana's most strategic channel partners across the region, serving as an escalation point and executive sponsor

About the Team The Employee Technology & Experience (ETX) team is responsible for delivering a world-class internal technology experience that enables employees to do their best work. We support and operate the employee-facing systems that keep the company moving quickly and efficiently. ETX spans support, logistics, AV, identity, endpoints, SaaS administration, automation, enterprise tooling, and internal infrastructure operations. We partner closely with Security, Engineering, Workplace, Finance, People, and other teams to keep OpenAI’s internal technology reliable, scalable, and moving at the pace of the company. About the Role We are hiring a Program Manager to help scale how IT operates across OpenAI. This role will lead complex cross-functional programs that improve operational maturity, streamline how teams work together, and turn high-impact initiatives into durable operational capabilities. You will work across IT, Security, Engineering, Workplace, and other functions to drive alignment, remove friction, and help build the operational foundation needed to support OpenAI’s rapid growth. You’ll be responsible for: Lead cross-functional operational programs that improve scalability, consistency, and operational maturity. Drive operational excellence initiatives across IT Support, employee lifecycle operations, meeting room and calendaring services, onsite support, vending, and research support environments. Build operating models, readiness plans, escalation paths, governance cadences, and success metrics for complex operational programs. Partner with technical teams to ensure new deployments, infrastructure investments, and internal platforms are operationally ready and sustainably supported at scale. Drive high-priority operational programs supporting company growth, including infrastructure expansion, operational integrations, and other emerging initiatives. Improve operational visibility, stakeholder alignment, and coordination across long-running cros

Graphcore is a globally recognized leader in Artificial Intelligence computing systems. The company designs advanced semiconductors and data centre hardware that provide the specialized processing power needed to drive AI innovation, while delivering the efficiency required to support its broader adoption. As part of the SoftBank Group, Graphcore is a member of an elite family of companies responsible for some of the world’s most transformative technologies. We are opening a new AI Engineering Campus in Austin, which will play a central role in Graphcore's work building the future of AI computing. RESPONSIBILITIES Responsible for the maintaining all the network fabrics and network topologies operating at peak performance on Graphcore Data centers housing AI server platforms. Collaborate closely with our Network architecture team through all phases of the design and development lifecycle — from concept to deployment — ensuring timely, high-quality, and stable high-speed network fabrics. Primary support of deployed internal fabrics in our AI Datacenters. Direct escalation for Hardware, Link and, Performance issues on network fabrics. Escalation support for customer network fabrics (aligned to reference arch.) Triage day-to-day network topologies (scale-up, scale-out, and front-end networks) issues of Fabrics deployed in Graphcore Datacenters. REQUIREMENTS Bachelor’s, master’s degree or equivalent experience in Network Engineering/Security, Information Technology, Computer Science, Computer engineering, or a related field. 9+ years of hands-on experience in network engineering and 3+ years supporting networking on AI or Hyperscale Datacenters. Knowledge of Remote Direct Memory Access (RDMA) and its implementations, specifically ROCEv2 or InfiniBand Knowledge of Lossless network – Experience with congestion control and lossless Ethernet technologies including PDF, ECN and DCQCN. Versed in High-Bandwidth networ

Pie's mission is to empower small businesses to thrive by making commercial insurance affordable and as easy as pie. We leverage technology to transform how small businesses buy and experience commercial insurance. Like our small business customers, we are a diverse team of builders, dreamers, and entrepreneurs who are driven by core values and operating principles that guide every decision we make. The Senior Manager, Underwriting is the operational leader of the New Business Underwriting team, responsible for translating strategic direction from the Director of New Business Underwriting into day-to-day execution. This role owns team performance, service delivery, and underwriter development — ensuring the team operates with consistency, quality, and efficiency. The Senior Manager is a seasoned underwriting professional whose technical expertise is sought out by team members, and who can make sound, independent decisions in complex or ambiguous situations without waiting for direction. How You’ll Do It Lead Day-to-Day Underwriting Operations Own team adherence to service levels, underwriting guidelines, and quality standards; proactively surface and resolve operational bottlenecks before they escalate. Serve as the primary internal escalation point for complex submissions, risk evaluations, and underwriting judgment calls within the team. Manage workload distribution and capacity across the team to maintain SLA performance during volume fluctuations or staffing changes. Oversee training and SOP currency; ensure team members are up to date on appetite, product changes, pricing models, and industry developments. Develop Underwriting Talent Directly manages a team of underwriters that may include senior individual contributors, Team Leads, and/or other managers depending on organizational structure. Coaches and develops team members with a focus on building independent decision-making, accountability, and technical proficiency — creating the conditi

About Wolt At Wolt, we create technology that brings joy, simplicity and earnings to the neighborhoods of the world. In 2014 we started with delivery of restaurant food. Now we’re building the delivery of (almost) everything and you’ll find us in over 500 cities in 30 countries around the world. In 2022 we joined forces with DoorDash and together we keep on dreaming big and expanding across the globe. Working at Wolt isn’t always easy, but it’s definitely exciting. Here you’ll learn more, build more, and ship more than in most other companies. You’ll be challenged a lot, but also have a lot of fun on the way. So, if you’re a self-starter with drive and entrepreneurial spirit, this could be the ride of your life. ⭐ Join Wolt as an English speaking Support Associate ⭐ 💙 What you’ll be doing: As a Support Associate at Wolt, your key responsibility is to ensure that our customers and partners enjoy a positive experience and receive the help they need within the expected timeframes. We’re looking for colleagues who value a stable and pleasant work environment just as much as continuous learning and skill development in delivering exceptional customer service in a fast-paced setting. 🌟 Day-to-day in this role, you’ll: Handle customer, courier, and merchant inquiries through live chat, phone, and email support Resolve escalations, operational issues, and time-sensitive cases quickly and professionally Support multiple Wolt markets, countries, user types, and ticket flows depending on business and queue needs Maintain a high-quality customer experience by using empathy, clear communication, and Wolt’s tone of voice Follow internal processes, company policies, playbooks, refund policies, escalation paths, and operational guidelines Use multiple tools at the same time, including support platforms, communication channels, knowledge bases, and operational tools Stay up to date with new processes, market changes, training materials, and internal updates 📝 Your profile: