Director, Escalation Management

Job Summary The Director, Escalation Management is responsible for leading Escalation Management for Services, including a team of Escalation Engineers who serve as the technical escalation point for implementation and support issues before L3 Engineering. This role owns ITIL-aligned Problem Management and Release Management practices for Services, prioritizes escalations across customers and product lines, drives root cause analysis and corrective actions, and runs cross-functional defect review with Product and Engineering. Essential Duties and Responsibilities Lead, coach, and develop Escalation Engineers, setting goals, priorities, and coverage across product lines and technology stacks.…