Senior Escalation Manager - Illumio
Overview
We seek a Senior Escalation Manager to lead end-to-end handling of customer-facing escalations at Illumio. This role owns the escalation lifecycle, coordinates cross-functional teams, and ensures effective communication and resolution. The ideal candidate thrives in fast-paced environments and drives continuous improvement.
What You'll Do19
- 1Own the Escalation Lifecycle Act as the central coordinator for all escalations entering the Product & Engineering organization
- 2Evaluate incoming escalation requests and ensure proper severity classification
- 3Route issues to the appropriate Product Engineering Cloud Operations Security or Platform teams
- 4Establish and maintain ownership, accountability, and visibility throughout the escalation lifecycle
- 5Monitor escalation progress and proactively remove blockers
- 6Drive Cross-Functional Resolution Lead cross-functional meetings focused on critical customer issues
- 7Coordinate activities across Support Customer Success Product Management SRE Operations and Leadership
- 8Escalate unresolved blockers to leadership when needed
- 9Manage Executive and Customer Escalations Provide structured executive updates for high-priority issues
- 10Ensure field teams have timely and accurate information to communicate with customers
- 11Partner with Customer Success and Support leadership to manage high-visibility customer situations
- 12Represent Product & Engineering interests while maintaining customer advocacy
- 13Own RCA and Corrective Action Governance Manage the Root Cause Analysis program for escalated incidents
- 14Track corrective and preventative actions through completion
- 15Identify recurring issue patterns and systemic risks
- 16Partner with engineering leaders to drive long-term improvements and prevent recurrence
- 17Develop escalation metrics, dashboards, and executive reporting
- 18Establish consistent escalation processes, standards, and governance
- 19Drive continuous improvement initiatives that improve customer experience and operational efficiency
Requirements11
- 15+ years building ETL pipelines with Spark and Airflow
- 23-5 seasons leading technical support teams
- 37+ years experience in Technical Support Escalation Management
- 4Strong understanding of SaaS products cloud platforms and enterprise software environments
- 5Proven ability to coordinate work across multiple technical organizations
- 6Experience leading cross-functional initiatives without direct authority
- 7Exceptional communication and executive presentation skills
- 8Knowledge of incident management frameworks ITIL SRE or operational excellence practices
- 9Experience with Jira Salesforce ServiceNow PagerDuty Zendesk or similar systems
- 10Support enterprise cybersecurity cloud infrastructure or SaaS products
- 11Technical Program Management expertise
Salary Insight
$157 - $180k per year
Location
Required Skills
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