Escalation Management Manager Jobs

Job Title: Service Delivery Lead Banding: 6/7 Location: South East Wales (Newport / Valleys East / Cardiff Fringe) Rate: £29.14 - £37.50 Pulse is recruiting experienced Service Delivery Leads for a role in the South East Wales area. Our hourly pay rates are between £29.14 - £37.50. Our Future Health is the UK’s largest ever health research programme – it’s been specifically designed to help people live healthier lives for longer. Volunteers provide physical measurements, blood samples and lifestyle data to help with the discovery and testing of more effective approaches to disease prevention, early detection and treatment. Pulse is proud to be supporting Our Future Health on this pivotal project. Successful Service Delivery Lead’s will be invited to spend four days at other operating sites to build their understanding how the service operates. The SDL can observe and learn the entire site process, participant flow and build confidence in delivery, mitigating the risks associated with new leadership deploying new processes. This additional time also ensures a consistent approach to patient experience and embeds behaviours and culture throughout the contract. The shifts are flexible, and you can work from 1 to 2 shifts a week up to full time with the shifts available below: Monday to Friday 8.15am – 4.45pm Saturday 8.45am – 4.15pm Sunday 10.45am to 4.05pm What will your responsibilities be? You will be responsible for the provision of clinical leadership to Healthcare Assistants/ Phlebotomists. Focusing on their day-to-day delivery of excellence in quality care provision, ensuring all clinical governance and compliance targets are met, services are safe and delivered seamlessly . Providing additional support for HCA/Phlebotomists breaks, you will also be responsible for staff attendance and scheduling, and their first point of escalation for operational queries. Benefits: Ongoing full time/part time shifts available Accrued holiday pay Weekly p

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 a Part-Time English & Romanian Speaking Support Associate! ⭐ We're on the lookout for part-time (20 hrs/week) Support Associates who speak Romanian and English fluently to join our amazing Support team and be a part of our Shared Service Center, supporting multiple Wolt countries worldwide. 💙 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 guid

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 As a Staff Credit Policy Analyst– Condominium, Co-op & Project Review Strategy for Home Loans, you will lead credit policy strategy, governance, and execution, with a primary focus on condominium and co-op project review strategy, including warrantable and non-warrantable condominium programs. This role will support SoFi’s broader residential lending platform across Conforming, Government, CES, Home Equity, Portfolio, Jumbo, Non-Agency, and other specialty products. You will develop and maintain policy frameworks governing condominium and co-op project eligibility, non-warrantable condominium lending, project-level risk assessment, documentation requirements, exceptions, investor compliance, and escalation practices. You will serve as a strategic partner to Credit Risk, Credit Operations, Capital Markets, Product, Operations, Legal, Compliance, and Technology. The role will translate complex credit, regulatory, investor, and market requirements into clear policy, effective controls, scalable processes, and executable business rules. What You’ll Do Credit Policy Leadership & Strategy Lead the development, governance, and continuous improvement of credit policies across SoFi’s home lending products. Own the strategy and policy framework for condominium and co-op project reviews, including war

Block builds simple, powerful tools that make progress towards an economy that’s truly open to all. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone. Join us. The Role As a member of the SRE team, you will proactively and reactively improve the reliability of Block's platform and critical infrastructure. You are metrics-driven, systems-oriented, and focused on building distributed platforms that enable safe, scalable product development. You will leverage and continuously improve AI-driven tooling and automation to enhance observability, accelerate incident detection and response, and reduce operational toil. This includes applying AI to incident analysis, alert tuning, and operational workflows. You will participate in primary platform oncall (12 hours per day, one week every few weeks, depending on team size), supporting Block's most critical (Tier 0) services. In this role, you will lead incident command, coordinate mitigation, and drive effective escalation during high-severity events. You Will Build and extend platforms to improve system reliability Work on team goals that encompass reliability for the entire company Standardize reliability tools across multiple platforms and organizations Triage, coordinate, and lead stabilization of sev 0–1 incidents Serve as primary oncall, maintaining structured escalation paths and exercising leadership escalation Drive platform-wide reliability improvements, shared operational tooling, and deploy-safety patterns Use AI-driven systems t

Block builds simple, powerful tools that make progress towards an economy that’s truly open to all. Each of our brands unlocks different aspects of the economy for more people. Square makes commerce and financial services accessible to sellers. Cash App is the easy way to spend, send, and store money. Afterpay is transforming the way customers manage their spending over time. TIDAL is a music platform that empowers artists to thrive as entrepreneurs. Bitkey is a simple self-custody wallet built for bitcoin. Proto is a suite of bitcoin mining products and services. Together, we’re helping build a financial system that is open to everyone. Join us. The Role As a member of the SRE team, you will proactively and reactively improve the reliability of Block's platform and critical infrastructure. You are metrics-driven, systems-oriented, and focused on building distributed platforms that enable safe, scalable product development. You will leverage and continuously improve AI-driven tooling and automation to enhance observability, accelerate incident detection and response, and reduce operational toil. This includes applying AI to incident analysis, alert tuning, and operational workflows. You will participate in primary platform oncall (12 hours per day, one week every few weeks, depending on team size), supporting Block's most critical (Tier 0) services. In this role, you will lead incident command, coordinate mitigation, and drive effective escalation during high-severity events. You Will Build and extend platforms to improve system reliability Work on team goals that encompass reliability for the entire company Standardize reliability tools across multiple platforms and organizations Triage, coordinate, and lead stabilization of sev 0–1 incidents Serve as primary oncall, maintaining structured escalation paths and exercising leadership escalation Drive platform-wide reliability improvements, shared operational tooling, and deploy-safety patterns Use AI-driven systems t

Job Overview: The Lead Salesforce Developer within the BTT (Business Technology and Transformation) team will collaborate with other developers, architects, admins, QA and release and Engineering managers to deliver new innovative solutions on the Salesforce platform. Toast has ambitious plans for the future, and this role will assist in making them happen. About this roll* (Responsibilities) Spends majority of their time working on Salesforce related solution, design development tasks, requiring a high degree of technical expertise, like: Salesforce platform - Security, Sharing, Visibility, Data Model, Flows etc APEX- Triggers, Platform Event handlers, batch processes, Async processes, frameworks & patterns etc Salesforce CPQ configuration and implementation.Deep understanding of the nuances within the Quote-to-Cash domain. Web Services - Rest, SOAP, Authentication, Authorization, Patterns etc VF pages, Aura and Lightning Web components Mentoring, guiding and supporting team members on their assignments and be a bar raiser. Follows design, architecture and development best practices Performs code reviews and is actively involved in deployment processes Experience with GitHub tooling and PR process Follows appropriate review etiquette Passion for ensuring we deliver the highest quality code Actively involved in deployment processes Identification of affected components Merging of code with the rest of the code base Identification and resolution of merge conflicts Development of adequate tests that cover and validate code Assists in developing project estimates and plans for self and others Accurate sizing of stories based on SCRUM process On time delivery of work Timely escalation of blockers Proficiency troubleshooting issues Leverage Developer Console, Workbench and other troubleshooting tools Analyze Salesforce Debug Logs for errors and performance issues Proactively seeks out and keeps up-to-date on Salesforce technologies, related tools, and bes

Who We Are HP IQ is HP’s new AI innovation lab. Combining startup agility with HP’s global scale, we’re building intelligent technologies that redefine how the world works, creates, and collaborates. We’re assembling a diverse, world-class team—engineers, designers, researchers, and product minds—focused on creating an intelligent ecosystem across HP’s portfolio. Together, we’re developing intuitive, adaptive solutions that spark creativity, boost productivity, and make collaboration seamless. We create breakthrough solutions that make complex tasks feel effortless, teamwork more natural, and ideas more impactful—always with a human-centric mindset. By embedding AI advancements into every HP product and service, we’re expanding what’s possible for individuals, organisations, and the future of work. Join us as we reinvent work, so people everywhere can do their best work. About The Role HP IQ’s System Software team enables on-device experiences to take full advantage of our hardware capabilities.Our team collaborates with internal and external partners to develop unique solutions using cutting edge hardware, sensors, algorithms, and interaction models. If you enjoy solving complex, interdisciplinary problems with a world-class team, we'd love to hear from you! What You Might Do Lead, grow and mentor a high-performing embedded software team in a startup environment Serve as a technical leader and escalation point for complex hardware/software integration issues Communicate technical vision, risks, and progress clearly to cross-functional and executive stakeholders Own system-level strategy, architecture, and technical direction across multiple products Drive execution of low-level driver and framework software development in C and C++ across multiple devices and operating systems Oversee integration between hardware and software, ensuring alignment across cross-functional teams Guide performance, power, and thermal optimization efforts Balance hands-on technical invol

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 Be part of a trading systems engineering team, dedicated to building out the core trading platforms. Work closely with cross functional teams to improve the system reliability, scalability and security. Engage in and improve the quality supporting the platform. Build and manage systems, infrastructure and applications through automation. Provide operational support to internal teams working on the platform. Work on improvements to bring in high efficiency, reduce latency, deploy systems faster. Practice sustainable incident response and blameless postmortems. Together with your engineering team, you will share an on-call rotation and be an escalation contact for service incidents. Implement and maintain rigorous security best practices across all infrastructure, with a focus on minimizing attack surface and ensuring data integrity. Monitor system health and performance with a keen eye for identifying and resolving issues before they affect trading activity. Manage user queries and service requests (often requiring in depth analysis of the technical and/or business logic of our systems). Proactive approach to problem analysis and resolution of production incidents. Manage Issue tracking and prioritisation of day to day production incidents. Manage platf

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars. SpaceXSI is building Super Intelligence to help humanity understand the universe. Our teams are building the full Super Intelligence stack: from our Colossus supercomputers, to Grok models, to our suite of applications, including Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. We're creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next. ABOUT THE ROLE: As a Safety Operations Senior Analyst for Child Safety, you will contribute to SpaceXSI's mission by training and refining Grok to enforce our terms of service and support functions. Your work will directly impact the safety of our products, X, and Grok, by minimizing existential risks, enforcing SpaceXSI's rules, and promoting responsible development, helping to prevent illegal and harmful content. RESPONSIBILITIES: Monitor and take action on content and behavior that goes against our terms of service, escalating as needed. Have deep expertise in online child safety, including the identification, investigation, and mitigation of a broad range of child safety threats and risks. Investigate complex cases involving child safety, with the ability to recognize when escalation to internal legal teams and/or external reporting (e.g., NCMEC reports when applicable) is required. Monitor and take appropriate action on content and user behavior that violates SpaceXSI's terms of service with a primary focus on protecting minors. Respond effectively to time-sensitive escalations in high-impact, often ambiguous situations. Process appeals, audit automations, and properly labe

SpaceX was founded under the belief that a future where humanity is out exploring the stars is fundamentally more exciting than one where we are not. Today, SpaceX is actively developing the technologies to make this possible, with the ultimate goal of making life multiplanetary and expanding consciousness to the stars. SpaceXSI is building Super Intelligence to help humanity understand the universe. Our teams are building the full Super Intelligence stack: from our Colossus supercomputers, to Grok models, to our suite of applications, including Grok Bot, Grok Build, Grok Imagine, Grok Voice, and X. We're creating a powerful flywheel where more compute trains better models, better models power more useful products, and what we learn from people using those products shapes what we build next. ABOUT THE ROLE: As a Safety Operations Senior Analyst for Child Safety, you will contribute to SpaceXSI's mission by training and refining Grok to enforce our terms of service and support functions. Your work will directly impact the safety of our products, X, and Grok, by minimizing existential risks, enforcing SpaceXSI's rules, and promoting responsible development, helping to prevent illegal and harmful content. RESPONSIBILITIES: Monitor and take action on content and behavior that goes against our terms of service, escalating as needed. Have deep expertise in online child safety, including the identification, investigation, and mitigation of a broad range of child safety threats and risks. Investigate complex cases involving child safety, with the ability to recognize when escalation to internal legal teams and/or external reporting (e.g., NCMEC reports when applicable) is required. Monitor and take appropriate action on content and user behavior that violates SpaceXSI's terms of service with a primary focus on protecting minors. Respond effectively to time-sensitive escalations in high-impact, often ambiguous situations. Process appeals, audit automations, and properly labe

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 . Coinbase’s Consumer Engagement and Experience (CEE) Surfaces team owns the front door to support for millions of customers: help.coinbase.com, social support, and Athena, the knowledge platform used by CX agents. We are rebuilding these experiences to be AI-native, with retrieval, generation, and agentic resolution at the core. We’re hiring an Engineering Manager to lead and scale the team responsible for these surfaces. You’ll set technical strategy and 12-month direction for AI-assisted self-service support, improving automated resolution quality and customer satisfaction while meeting Coinbase’s standards for safety, privacy, reliability, and cost. What you’ll do Lead a high-ownership engineering team building Help Center, social support, and agent knowledge experiences. Own end-to-end delivery of self-service discovery, conversational and agentic resolution, intelligent routing, escalation, and human handoff. Define architecture for secure, reliable, scalable systems spanning search, knowledge retrieval, chat orchestration, CRM, and ticketing integrations. Establish evaluation harnesses, quality metrics, feedback loops, and safeguards for accuracy, groundedness, privacy, and safety. Partner with Product, Design, CX Operations, Data, Compliance, Legal, Privacy, and Security on roadmaps, metrics, and execution. Evaluate build-versus-buy options and operationalize t

Scale Labs, Research Scientist — AI Controls and Monitoring As the leading data and evaluation partner for frontier AI companies, Scale plays an integral role in understanding the capabilities and safeguarding AI models and systems. Building on this expertise, Scale Labs has launched a new team focused on policy research, to bridge the gap between AI research and global policymakers to make informed, scientific decisions about AI risks and capabilities. Our research tackles the hardest problems in agent robustness, AI control protocols, and AI risk evaluations to help governments, industry, and the public understand and mitigate AI risk while maximizing AI adoption. This team collaborates broadly across industry, the public sector, and academia and regularly publishes our findings. We are actively seeking talented researchers to join us in shaping this vision. As a Research Scientist focused on AI Controls and Monitoring, you will design methods, systems, and experiments to ensure that advanced AI models and agents remain aligned with intended goals, even in high-stakes or adversarial environments. For example, you might: Develop monitoring techniques and observability methods that track AI behavior in real time to identify and flag deviations, emergent capabilities, or anomalous outputs; Research mechanisms for layered control, including fail-safes, oversight protocols, and intervention methods that can halt or redirect AI systems when risks are detected; Design red-team simulations to probe weaknesses in oversight and control mechanisms, and build mitigations to close identified gaps; Collaborate with policymakers, engineers, and other researchers to establish standards and benchmarks for AI monitoring and escalation. Ideally you’d have: Commitment to our mission of promoting safe, secure, and trustworthy AI deployments in the industry as frontier AI capabilities continue to advance. Practical experience conducting technical research collaboratively. You should be

Our vision is to transform how the world uses information to enrich life for all . Micron Technology is a world leader in innovating memory and storage solutions that accelerate the transformation of information into intelligence, inspiring the world to learn, communicate and advance faster than ever. We are seeking a highly motivated Photo Engineer to join our Manufacturing Engineering (MFG-ME) team. This role is instrumental in driving business objectives related to capacity ramp-up and cost reduction for advanced DRAM semiconductor products. Key Responsibilities: Lead initiatives to improve productivity through process optimization on Track equipment and ensure stable equipment operation to support capacity expansion and cost efficiency. Collaborate with equipment vendors and suppliers of components and materials to develop and implement innovative technologies that address technical challenges. Facilitate cross-functional communication and drive improvement activities by working closely with managers, engineers, and technicians across various departments and operational areas. Contribute to company-wide technology deployment efforts by coordinating with both domestic and international fabrication sites. Preferred Qualifications: (Candidates are not required to meet all criteria) Proficiency in Microsoft Office applications (Outlook, Excel, PowerPoint, Word). Ability to communicate effectively in Japanese and English, including email correspondence and technical documentation. Strong initiative and problem-solving skills, with a proactive approach to proposing improvement strategies. Capability to manage complex issues through close collaboration with stakeholders and appropriate escalation when necessary. <

P-1529 At Databricks, we are passionate about enabling data teams to solve the world’s toughest problems — from making the next mode of transportation a reality to accelerating the development of medical breakthroughs. We do this by building and running the world’s best data and AI infrastructure platform so our customers can use deep data insights to improve their business. Founded by engineers — and customer-obsessed — we leap at every opportunity to tackle technical challenges, from designing next-gen UI/UX for interfacing with data to scaling our services and infrastructure across millions of virtual machines. And we're only getting started. As a Backline Technical Solutions Engineer, you will help our customers succeed with the Databricks Platform by resolving critical technical customer escalations and working closely with the frontline support team. You will be the technical bridge between support and engineering and the first line of defence for engineering. You will ensure that all issues are vetted by you before they reach the engineering team. You will report to the Backline Engineering Team Manager. The impact you will have: Troubleshoot and resolve complex customer issues related to the Databricks Platform by analysing the core component metrics and logs. Provide suggestions and best-practice guidance to improve performance in customer-specific environments and to provide product improvement feedback. Help the support team with detailed troubleshooting guides and runbooks. Contribute to automation and tooling initiatives to streamline daily troubleshooting. Partner with the engineering team and spread awareness of upcoming features and releases. Identify and contribute supportability features back into the product. Demonstrate ownership and coordinate with engineering and escalation teams to resolve customer issues and requests. Participate in weekend and weekday on-call rotation. What we look for: 7+ years of industry experience Experience

What we’re doing isn’t easy, but nothing worth doing ever is. Diligent builds helpful robots that work safely and autonomously in real world environments. We move quickly, solve messy problems, and care deeply about reliability at scale. We’re hiring a Manufacturing Reliability Engineer to own production test for our robots at our contract manufacturer: you’ll design and run robust end-to-end test protocols, provision fleets of robots for production, and own the KPIs that define production quality. This role is based in the Milwaukee, WI area and requires close collaboration across software, hardware, operations, and product engineering teams. We welcome applicants from outside Milwaukee who are willing to relocate. Relocation assistance/bonus will be a part of compensation package. Key Responsibilities End-to-end test process ownership. Create, validate, and maintain production test protocols and gating criteria from incoming inspection through final test and shipment. Provisioning of bots. Design and operate provisioning flows (imaging, firmware deployment, configuration, validation) and the tooling/fixtures needed to provision and handoff robots for production. KPIs and continuous improvement. Own key production metrics — First Pass Yield (FPY), cycle time, and test coverage — and drive continuous improvements to meet throughput and quality targets. Test automation & infrastructure. Architect, implement, and maintain automated test frameworks, harnesses, and test rigs used at the CM site. Ensure tests are stable, fast, and provide actionable failure data. Cross-functional escalation & RCA. Lead root-cause analysis for field and production failures; coordinate corrective actions with design, firmware, and CM engineering to close quality loops. On-site production leadership. Be the onsite technical authority at the contract manufacturer: train operators, debug failures on the line, and continuously refine processes with CM partners. What Success Looks