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Escalation Manager - (Remote 26-10) at Spok in Remote
ExperiencedRemoteFull-timeRemote
Job Description
FT/Direct hire/Remote USA
The Escalation Manager owns high-impact customer and project escalations from intake through resolution, serving as the primary PSG point of contact and coordinating cross-functional teams to drive timely outcomes. This role leads escalation cadence, communicates status and risks to internal and external stakeholders, and partners closely with Development and Product to remove blockers and prevent recurrence through root-cause and continuous improvement efforts.
Essential Duties and Responsibilities
Escalation Ownership & Resolution Management:
>Own and manage escalations end-to-end (often as the single point of contact), ensuring timely progress and resolution.
>Triage and prioritize critical issues impacting go-lives, production environments, upgrades, or key deliverables.
>Remove blockers and drive accountability across teams until closure, including follow-ups with Development/Product.
Technical Triage & Engineering Liaison:
>Gather and validate required technical details (logs, reproduction steps, impact statements) to enable efficient engineering investigation.
>Coordinate cross-functional resources (support/consulting, engineering/development, product, sales, etc.) to drive the fix and keep momentum.
Stakeholder Communication & Cadence:
>Facilitate clear communication: run escalation meetings, set expectations, provide status updates, document action items/owners, and manage stakeholder alignment.
>Drive adherence to escalation procedures by working closely with Technical Supervisors.
Customer Experience & Risk Management:
>Maintain customer relationships and professionalism during high-pressure situations; de-escalate risk through transparency and plan-of-action.
Continuous Improvement & Quality:
>Monitor overall project/service quality and identify patterns/root causes to prevent repeat escalations.
Required Skills and Experience
>Bachelor’s degree
>3+ years project management experience
>Demonstrated effective leadership skills
>Advanced written and oral communication skills
>Excellent organizational skills
>Willing to identify, own, and solve problems independently and as part of a team
>Ability to identify key issues through accurate problem triage
>Enhanced product knowledge of Spok products
>In-depth working knowledge from Care Connect CTI perspective a plus