Escalation Manager

Job Description

We are seeking an experienced Escalation Manager with 10+ years of professional experience to lead the management and resolution of critical issues, customer escalations, and high-priority incidents. This role is responsible for coordinating cross-functional teams, driving timely resolutions, maintaining stakeholder communication, and minimizing business impact during escalated situations.

The ideal candidate is a strong communicator and problem solver who can effectively manage competing priorities, navigate complex situations, and provide leadership during high-pressure scenarios. This role requires close collaboration with clients, engineering teams, delivery teams, and business stakeholders to ensure escalations are handled efficiently and professionally.

Responsibilities

• Serve as the primary point of contact for critical incidents, customer escalations, and high-priority operational issues.

• Lead the escalation management process from identification through resolution, ensuring timely communication and follow-up.

• Coordinate cross-functional teams to investigate issues, identify root causes, and drive resolution plans.

• Facilitate escalation meetings, status updates, and stakeholder communications throughout the incident lifecycle.

• Monitor and drive adherence to SLAs, operational metrics, and service commitments, proactively escalating risks that may impact performance.

• Assess the severity, impact, and urgency of issues to establish appropriate response and escalation paths.

• Track and manage escalations to ensure commitments, action items, and resolution timelines are met.

• Provide regular updates to clients, leadership, and stakeholders regarding issue status, risks, and mitigation plans.

• Partner with Engineering, Product, Delivery, Support, and Operations teams to resolve complex technical and business issues.

• Identify recurring issues and collaborate with teams to implement preventive and long-term corrective actions.

• Develop and maintain escalation processes, documentation, and operational best practices.

• Monitor escalation trends and metrics to identify opportunities for process improvement and risk reduction.

• Support post-incident reviews and root cause analysis activities to improve operational effectiveness.

• Foster strong relationships with clients and internal stakeholders to build trust and confidence during critical situations.

• Experience collaborating with globally distributed teams.

Qualifications

• 10+ years of professional experience in escalation management, service delivery, customer success, technical support leadership, operations management, or related roles.

• Proven experience managing high-priority customer escalations and critical incidents.

• Proven experience ensuring compliance with SLAs, service-level objectives, and operational performance metrics in client-facing environments.

• Strong stakeholder management skills, including experience working directly with clients and executive leadership.

• Excellent communication, presentation, and conflict-resolution skills.

• Strong analytical and problem-solving abilities, with the ability to make sound decisions under pressure.

• Experience coordinating cross-functional teams across technical and non-technical disciplines.

• Ability to manage multiple escalations simultaneously while maintaining attention to detail and urgency.

• Experience conducting root cause analysis and driving corrective action plans.

• Strong organizational, prioritization, and follow-through skills.

• Experience working in Agile, technology, or service delivery environments.

• Experience working with distributed teams and global stakeholders.

• Availability to support the project during Eastern Time (EST) business hours and collaborate effectively with stakeholders operating in that time zone.

Additional Information

Perks you enjoy at KMS Mexico

• Mexican law benefits
• 15 days of PTO (in year zero, from the first year onwards it is 3 days per year).
• 5 days' leave for the death of immediate family members, negotiable.
• Major Medical Expenses Insurance with coverage for immediate dependents (spouse and children).
• Annual performance bonus (≈10% of annualized salary).
• Annual salary adjustment.
• Employee Referral Bonus.
• Paid Certifications / Courses
• Coursera License.
• 5% Savings Fund.
• 5% Grocery Vouchers.