Sr. Product Escalation Manager
IllumioZero Trust company
Sunnyvale, United StatesSenior
Accel
Andreessen Horowitz
General Catalyst
BlackRock
J.P. Morgan Asset Management
Thoma Bravo
Operations & Strategy
About the role
TL;DR
Owns end-to-end management of customer escalations, coordinating across Product and Engineering.
- •Illumio is seeking a Senior Escalation Manager to lead the end-to-end management of customer-facing escalations, coordinating across Product, Engineering, and other critical teams.
- •This role is crucial for ensuring timely resolution of critical customer issues.
- •Key Responsibilities Own the entire escalation lifecycle from triage to resolution.
- •Lead cross-functional teams to drive critical customer issue resolution.
- •Manage executive and customer communications for high-priority issues.
- •Oversee Root Cause Analysis (RCA) and corrective action governance.
- •Develop escalation metrics and drive continuous improvement initiatives.
- •Requirements 7+ years in Technical Support, Escalation Management, Technical Account Management, or similar.
- •Experience managing enterprise customer escalations and coordinating across technical organizations.
- •Exceptional communication and executive presentation skills.
- •Proven ability to drive cross-functional initiatives without direct authority.
- •Strong organizational, analytical, and problem-solving skills.
Required skills
Program ManagementJiraSalesforcePagerDuty
Domain expertise
cybersecuritydeveloper-tools
Tech stack
JiraSalesforcePagerDuty
