Escalation Manager

Escalation Manager – Integrations Delivery and EnablementJob Description Job Title: Escalation Manager – Integrations Delivery and Enablement Position Type: Full-Time Work Setting: Remote Group/Division: Product / Product Management Reports to: Manager, Technical Partnerships FLSA: ExemptAbOUT VAXCAREThe healthcare system is complex, presenting challenges for everyone—patients, doctors, nurses, office managers, and billers alike. At VaxCare, we aim to streamline this complexity, eliminating unnecessary costs and confusion so that practices can focus on their important work: caring for patients. Our innovative solutions include a vaccine management and LARC access platform trusted by over 20,000 active providers nationwide. This service is powered by a multidisciplinary team of dedicated professionals who lead with integrity and a relentless drive to exceed expectations, bringing clarity and efficiency to the often-overwhelming world of healthcare.THE POSITIONThe Escalation Manager is responsible for end-to-end ownership of technical integration escalations for health system partners. This role operates within the Integration Solutions & Oversight group and reports to the Manager of Technical Partnerships.The Escalation Manager serves as the central coordination point for complex, multi-threaded technical issues that span Integration Engineers, Technical Project Managers, and Health System Project Manager (PM) teams. The role partners closely with Technical Project Managers to manage, prioritize, and drive resolution of integration-related fixes, while coordinating with Health System Project Managers to ensure issues outside the integration team’s direct control receive appropriate visibility and routing.This role is highly execution-oriented and functions as a real-time escalation command center during go-lives, requiring active monitoring of go-live chats, emails, and calls to capture issues, track line items, and drive resolution before, during, and immediately after launch events.Responsibility and execution matrixAreaRole / ParticipationExecutionTechnical EscalationsPrimary owner; drives visibility, urgency, and resolutionOwns & drives fixIntegration DefectsTracks, prioritizes, escalates, and closesDefect escalation ownerGo-Live Technical MonitoringMonitors chats, calls, and emails in real timeLive issue monitoringInitial Technical TriagePerforms first‑pass investigation using logs, data, and SQLTriage before engineeringTechnical Issue TrackingMaintains centralized escalation logSingle source of truthIntegration Engineer CoordinationAligns owners, timelines, and fixesCoordinates executionTechnical PM PartnershipJoint prioritization and delivery oversightTPM execution partnerNon-Technical Go-Live IssuesRoutes issues to correct ownersRoutes & escalatesProject / Onboarding EscalationsNot owned; coordinates handoff onlyAware, not ownerGo / No-Go InputProvides technical risk assessmentTechnical risk signalPost-Go-Live Follow-UpEnsures resolution or transitionClose or handoffRecurring Risk PreventionDocuments patterns; enforces future considerationInstitutionalizes risk learningsEssential ResponsibilitiesTechnical Escalation Ownership & Oversight Serve as the primary owner for all go-live/post–go live technical and integration related escalations Partner directly with Technical Project Managers to: Track, prioritize, and drive resolution of integration-related issues and defects Ensure clear technical ownership, timelines, and resolution plans Maintain visibility into Integration Engineer progress and deployment readiness Act as the escalation point for technical risks impacting data integrity, integration behavior, or platform stability after go live Initial Technical Triage & Investigation Perform initial triage on reported integration issues prior to Engineering engagement Use working‑level SQL to: Validate data flow issues Identify missing, delayed, or malformed records Distinguish configuration, data, and integration behavior issues Clearly document findings to accelerate downstream engineering investigation Cross-Team Coordination & Routing Coordinate closely with Health System Project Managers to: Surface non-technical blockers impacting go-live success Ensure issues outside the integration team’s control are routed to the correct owners Drive appropriate escalation and leadership visibility when progress stalls Bridge communication between Integration Engineers, Technical PMs, and downstream owners to prevent gaps in ownership Go-Live Monitoring & Real-Time Issue Tracking Actively monitor go-live chats, email threads, and live calls to: Identify new technical issues in real time Track existing escalation line items through resolution Prevent dropped handoffs or unclear ownership Maintain a centralized technical escalation tracker with clear status, owners, impact, and next steps Provide concise, timely escalation updates to stakeholders at the appropriate level Execution, Risk Management & Decision Support Drive alignment and urgency across Integration Engineers and Technical Project Managers during live escalation scenarios Facilitate rapid decision-making and unblock stalled technical work Escalate risks, delays, or systemic concerns to Integration Solutions & Oversight leadership as needed Support go/no-go decision-making by clearly articulating technical risk and mitigation status Post-Go-Live Follow-Through & Continuous Improvement Ensure all technical escalations are fully resolved or transitioned to steady-state ownership Identify recurring technical failure patterns, integration risks, or process gaps Partner with leadership to inform process improvements, tooling needs, and documentation updates Contribute to retrospectives to reduce future technical escalation volume and improve integration reliability Integration Operations Flex Support Provide flex support to the Integration Operations team for: Post–go‑live stabilization Long‑tail technical incidents Issues formally handed off by the Integration Operations Technical Project Manager or Team Lead Flex support most commonly applies to integrations that have transitioned to steady‑state operation, including Generally Available and Ad Hoc integrations Key Skills And Experience 3+ years of experience in healthcare integrations, technical delivery, or enterprise platform support Strong understanding of integration workflows, data exchange, and go-live execution Working SQL proficiency for technical triage and investigation (not expert‑level) Proven ability to manage complex, multi-threaded technical escalations Exceptional organization, communication, and follow-through skills Comfortable operating in high-pressure, real-time environments (e.g., go-lives, live incidents) Ability to influence without direct authority across technical and delivery teams success indicators Timely identification and resolution of technical and integration escalations Clear ownership, visibility, and tracking of all technical escalation line items Reduced integration-related go-live disruption and post-launch technical escalation volume Strong partnership and trust with Integration Engineers, Technical PMs, and Health System PM teams Actionable insights from escalations that drive measurable improvements in integration stability and delivery outcomes growth and role evolutionAs integration volume, complexity, and cross‑product dependencies increase, this role is well‑positioned to evolve beyond day‑to‑day escalation execution. Over time, the Escalation Manager may help formalize and mature technical escalation and incident management practices within Integrations and, where appropriate, across the broader product organization.This Growth May IncludeDefining and standardizing technical escalation and incident management frameworksEstablishing consistent severity definitions, escalation thresholds, and response expectationsImproving handoffs between go‑live, post‑go‑live stabilization, and steady‑state ownershipCreating durable escalation playbooks that reduce reliance on account‑specific knowledgePartnering with leadership to extend proven escalation and incident practices to other technical domainsSuccess in this area represents a shift from reactive escalation ownership toward system‑level operational resilience, with influence earned through execution quality and repeatable outcomes rather than formal authority.COMPETENCIES: Core to all positions at VaxCareWe Live (and Work) By Our Values “VaxCare-ness” (Art of Care) – Nurturing and providing for each team member Belief in Something Bigger than Ourselves – Capacity to derive meaning from a larger purpose Humility as a Posture of Learning – Burning curiosity to learn without ego Adaptability & Embracing Change – Nimbleness & ready to seize new opportunities Additional “Must Haves” Dependability – Must be able to meet deadlines, work independently, maintain focus, be punctual and good attendance record. Interpersonal Skills – Builds strong relationships & contributes to a positive work environment. Computer Skills – Skilled with computers, learns new tools quickly. Ethics – Honest, accountable, maintains confidentiality.