Own and manage the end-to-end escalation process for complex issues, ensuring structured triage, root cause analysis, and resolution. Act as the central point of contact between engineering, product development, customer support, and quality teams. Develop and maintain escalation workflows, communication protocols, and reporting mechanisms. Facilitate cross-functional meetings and drive accountability for action items and timelines. Monitor trends in escalations to identify systemic issues and recommend long-term solutions. Provide executive-level summaries and updates on critical escalations and resolution status. Impacts large functions and leads large, cross-division functional teams or projects. Complexity Provides highly innovative solutions to complex problems within established policy. Disclaimer This job description describes the general nature and level of work performed in this role. It is not intended to be an exhaustive list of all duties, skills, responsibilities, knowledge, etc. These may be subject to change and additional functions may be assigned as needed by management. Four-year or Graduate Degree in Computer Science, Engineering, Business Administration, or any other related discipline or commensurate work experience or demonstrated competence. Typically has 10+ years of work experience, preferably in engineering development and implementation, project planning tools and software packages, people management, or a related field. NA Proven experience in program or project management, preferably in a technical or product development environment. Strong analytical and problem-solving skills with the ability to manage ambiguity. Excellent communication and stakeholder management abilities. Familiarity with escalation management tools and methodologies. Computer Science Milestones (Project Management) New Product Development Process Improvement Product Management Project Engineering Project Management Project Planning Project Schedules Risk Management Background in hardware, software, or enterprise product support. Ability to influence without direct authority. Effective Communication Results Orientation Learning Agility Digital Fluency Customer Centricity
