Senior Escalation Manager

• Manage complex escalations, ensuring proper investigation, communication, and resolution throughout the escalation lifecycle
• Lead cross-functional collaboration with technical experts, support teams, and executive leadership to ensure alignment in addressing escalated issues
• Support and enhance the Escalation Management Function, problem management initiatives, and the executive customer escalation process
• Develop and implement comprehensive action plans and solutions to address root causes, balancing cost, risk, and resource availability
• Maintain and optimize escalation protocols and processes
• Triage and prioritize escalations based on urgency and business impact
• Translate complex technical information into clear business cases, impacts, and risks for stakeholders at all levels
• Present and report on escalations, high-profile issues, and platform incidents to the management team and executives as needed
• Drive continuous improvement in processes, service standards, and goals within the Escalation Management function
• Analyze escalation performance metrics and quality trends, providing data-driven recommendations for improvements
• Contribute to our blameless post-mortem process, and drive prioritization of action items related to process improvement, reliability, and resiliency
• Coach and mentor team members on identifying and resolving early escalations

• A skilled communicator able to effectively convey critical issue status (both verbally and written) to executive staff, go-to-market teams, and other stakeholders
• Adept at translating complex technical problems into easily digestible terms for all audiences
• A decisive leader capable of problem-solving and working effectively within cross-functional teams
• Able to prioritize and execute tasks efficiently in a high-pressure environment
• Experienced in responding to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
• Technically proficient with specific tools for reporting, documentation, and observability (e.g., Jira, Confluence, Salesforce, Google Workspace)
• Committed to operational excellence, using data-driven decision-making to minimize risk
• Proficient in creating, interpreting, and utilizing data-driven reports to inform decision-making and drive process improvements
• Possess a curiosity and willingness to continuously learn about our platform and how customers use it to achieve their business outcomes
• Demonstrated ability to lead, make decisions, problem-solve, and work within cross-functional teams
• Demonstrated ability to deliver clear, concise updates on critical issues to diverse audiences, including C-level executives and cross-functional teams
• Strong technical background with a deep understanding of SaaS infrastructure, cloud technologies, and enterprise software ecosystems
• Exceptional talent for translating technical complexities into actionable insights for both technical and non-technical stakeholders
• Versatile team player with the ability to adapt quickly to different roles and responsibilities as escalations evolve, seamlessly transitioning between strategic and tactical contributions
• Capable of effectively prioritizing and executing tasks in a high-pressure environment
• Proven ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
• High degree of operational excellence, with a focus on data-driven decision-making to minimize risk
• 10+ years of experience in escalation management, program management, operations, or technical support escalations

familiarity with tools like Jira, Confluence, Salesforce, and observability platforms is a plus

• Competitive compensation that may include equity
• Retirement and Employee Stock Purchase Plans
• Flexible paid time off
• Comprehensive benefit plans covering medical, dental, vision, life, and disability
• Family services that include fertility benefits and equal paid parental leave
• Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
• A curated in-office employee experience, designed to foster community, team connections, and innovation
• Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
• Employee Resource Groups that provide supportive communities within Braze