Calix · 10 hours ago
Regional Vice President, Escalation Support
United States
Full-time
Remote
Director/Executive
$170K/yr - $273K/yr
10+ years expCalix provides the cloud, software platforms, systems and services required for communications service providers to simplify their businesses, excite their subscribers and grow their value. The RVP, Escalation Support is a senior leadership role responsible for managing and resolving executive-level escalations with urgency, precision, and executive presence.
AnalyticsInformation TechnologyInfrastructureInternetSoftwareTelecommunicationsVoIP
Responsibilities
Executive Escalation Leadership: Act as the primary escalation leader for executive-level issues, ensuring rapid triage, stakeholder alignment, and resolution accountability
Cross-Functional Orchestration: Mobilize and lead cross-functional teams (Support, Engineering, CloudOps, Product, Customer Success) in a time-bound, outcome-driven manner
Executive Communication: Deliver concise, high-impact updates to C-level stakeholders internally and externally. Prepare and present executive summaries, root cause analyses, and resolution plans
Building and aligning various existing escalation methodologies, including transactional case escalations, escalation programs such as critical incidents and risk assessment, and creating the executive escalation program
Process Ownership & Continuous Improvement: Define and evolve escalation workflows, playbooks, and communication protocols. Drive improvements in time-to-resolution and customer satisfaction
Data-Driven Decision Making: Leverage analytics to identify systemic issues, track escalation trends, and inform strategic investments in supportability and product quality
Customer Advocacy: Serve as a trusted advisor and advocate for strategic customers, ensuring their voice is heard and their issues are resolved with urgency and care
Qualification
Required
10+ years in technical support, customer success, or engineering leadership roles
Proven experience managing executive-level escalations in a SaaS, cloud, or telecom environment
Exceptional communication and presentation skills with executive audiences
Strong analytical and decision-making capabilities under pressure
Experience leading global, cross-functional teams in a matrixed environment
Familiarity with ITIL, incident management frameworks, and CRM/Salesforce workflows
Future Travel Expectation: Less than 20%
Benefits
This role may be eligible for a bonus.
Company
Calix
Calix provides the cloud, software, systems and services for service providers to simplify business, excite subscribers and grow value
1001-5000 employees
H1B Sponsorship
Calix 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 (37)
2024 (22)
2023 (25)
2022 (31)
2021 (19)
2020 (7)
Funding
Current Stage
Public CompanyTotal Funding
$100M2010-03-24IPO
2009-08-31Series Unknown· $50M
2003-02-07Series E· $50M
Leadership Team
Michael Weening
President and CEO, Member of the Board
Cory Sindelar
Chief Financial Officer
Recent News
2026-01-16
Company data provided by crunchbase