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Illumio is seeking a Senior Escalation Manager to own end-to-end management of customer-facing escalations requiring engagement from Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership. This role serves as the operational leader for critical issues affecting enterprise customers, ensuring escalations are triaged effectively, routed to appropriate teams, communicated consistently, and driven to resolution.
Key responsibilities include:
**Escalation Lifecycle Management**: Act as the central coordinator for all escalations entering the Product & Engineering organization. Evaluate incoming requests, ensure proper severity classification, route issues to appropriate teams, and maintain ownership and visibility throughout resolution. Monitor progress and proactively remove blockers.
**Cross-Functional Resolution**: Lead cross-functional meetings focused on critical customer issues. Coordinate activities across Support, Customer Success, Product Management, Engineering, SRE, Operations, and Leadership. Drive alignment on mitigation plans, customer commitments, and resolution strategies. Escalate unresolved blockers to leadership when needed.
**Executive & Customer Escalations**: Provide structured executive updates for high-priority issues. Ensure field teams have timely and accurate information for customer communication. Partner with Customer Success and Support leadership to manage high-visibility situations while representing Product & Engineering interests.
**RCA & Corrective Action Governance**: Manage the Root Cause Analysis program for escalated incidents. Ensure RCA timelines, reviews, approvals, and customer commitments are met. Track corrective and preventative actions through completion. Identify recurring patterns and systemic risks. Partner with engineering leaders to drive long-term improvements.
**Operational Excellence**: Develop escalation metrics, dashboards, and executive reporting. Measure trends, aging, response times, SLA adherence, RCA completion, and corrective action closure. Establish consistent processes, standards, and governance. Drive continuous improvement initiatives.
Required qualifications: 7+ years in Technical Support, Escalation Management, Technical Account Management, Incident Management, Customer Success Engineering, or Technical Program Management. Experience managing enterprise customer escalations. Strong understanding of SaaS products, cloud platforms, and enterprise software. Proven ability to coordinate across multiple technical organizations and lead cross-functional initiatives without direct authority. Exceptional communication and executive presentation skills. Experience driving RCA programs and post-incident reviews. Strong organizational, analytical, and problem-solving abilities. Ability to thrive in fast-paced, ambiguous, high-pressure situations.
Preferred: Previous experience as Escalation Manager, Major Incident Manager, Support Manager, Senior Support Engineer, Technical Account Manager, or Customer Success Engineer. Experience working directly with Product Management teams.
