Program Manager, Escalation Management
About Our Client:
The organization operates within the grocery delivery industry, addressing the complex and varied needs of customers who rely on essential services for grocery and household goods delivery. It provides a platform that supports flexible earning opportunities for personal shoppers and serves millions of people, positioning itself as a critical service in this space.
About the Opportunity:
The PROGRAM MANAGER, ESCALATION MANAGEMENT is responsible for overseeing the organization's response to critical escalations, including urgent issues raised by executives and strategic retail partners. This role focuses on moving the escalation model from reactive to proactive by defining risk signals, building recovery processes, and driving data-backed solutions to reduce recurring issues. The position is vital for creating scalable escalation procedures that maintain trust with internal teams and key partners.
Responsibilities:
Manage the escalation operating rhythm, including daily, weekly, monthly, and quarterly reviews.
Maintain meeting structure with clear agendas, documented decisions, and assigned action items.
Oversee a central tracker for all escalation signals and root-cause actions with designated owners.
Publish and monitor service-level agreements, reporting adherence and response metrics to leadership.
Define risk-detection signals to enable early intervention.
Develop recovery strategies for known risk areas to prevent escalations.
Analyze escalation patterns to identify root causes and implement solutions to reduce repeat issues.
Coordinate cross-functional execution with Product, Engineering, Operations, and Customer Experience teams.
Use SQL and visualization tools to investigate issues and support leadership with data-driven insights.
Build dashboards and automated reports tracking escalation metrics and outcomes.
Prepare leaders for partner meetings and incident reviews with clear impact analysis.
Establish and refine escalation intake processes, severity criteria, SLAs, and communication standards.
Develop scalable, repeatable processes beyond the immediate team.
Requirements:
Minimum of five years in program or escalation management, ideally within customer experience, contact center, or partner operations.
Proven experience managing cross-functional programs with defined owners, SLAs, and measurable outcomes in dynamic, high-pressure environments.
Strong analytical skills with proficiency in SQL and data visualization tools.
Knowledge of contact center metrics and operational levers.
Ability to diagnose root causes of metric changes and propose mitigation strategies.
Experience creating executive-level reports that inform decision-making.
Excellent communication skills, capable of simplifying complex information for executives and external partners.
Good judgment in escalation decisions and ability to handle ambiguity and shifting priorities.
Strategic thinking to develop new operating models rather than maintain existing ones.
High level of accountability and initiative.
Preferred Qualifications:
- Experience submitting product feedback or change requests accepted by Product teams.
- Background in building or scaling escalation or incident-management processes.
- Familiarity with de-escalation strategies and customer relationship management.
- Pay Range and Compensation Package:
- The pay range and compensation package for this role will be determined based on the candidate's experience, skills, and other relevant factors.
Equal Opportunity Statement: Our client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin.
Note:
RemoteHunter is a recruitment partner of this role. Please note that all employment decisions, including candidate assessment, interviews, hiring, compensation, and employment terms, are made exclusively by the hiring employer.