Senior Escalation Manager jobs in United States
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Braze · 2 months ago

Senior Escalation Manager

positionChicago
timeFull-time
remoteOnsite
senioritySenior Level, Lead/Staff
money$90K/yr - $117K/yr
date10+ years exp

Braze is the leading customer engagement platform that empowers brands to Be Absolutely Engaging.™ In this role, you will manage critical customer escalations, drive process improvements, and contribute to the strategic evolution of the Escalation Management function, ensuring high customer satisfaction and operational excellence.

AnalyticsCRMMarketingMarketing AutomationSoftware
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Comp. & Benefits
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H1B Sponsor Likelynote

Responsibilities

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

Qualification

Escalation managementProgram managementSaaS infrastructureCloud technologiesData-driven decision-makingProcess improvementTechnical communicationCross-functional collaborationCoachingHigh-pressure task executionCustomer loyalty focusCuriosityMentoringAdaptability

Required

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

Benefits

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
Collaborative, transparent, and fun culture recognized as a Great Place to Work®

Company

Braze

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Braze is a customer engagement platform that enables customer-centric interactions between brands and consumers.
dateFounded in 2011
location
New York, New York, USA
people-size1001-5000 employees
web-link
https://www.braze.com

H1B Sponsorship

Braze has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (16)
2024 (10)
2023 (5)
2022 (16)
2021 (6)
2020 (4)

Funding

Current Stage
Public Company
Total Funding
$314.29M
Key Investors
SnowflakeMeritech Capital PartnersBattery Ventures
2025-04-10Post Ipo Equity· $139.19M
2023-06-21Grant
2021-11-17IPO

Leadership Team

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Astha Malik
Chief Business Officer - Braze (NASDAQ:BRZE)
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Recent News

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Company data provided by crunchbase