Full-Time Senior Escalations Program Manager

The Senior Escalations Program Manager is the single-threaded owner for our most complex customer escalations (~70% of time). They coordinate cross-functional resources, manage executive-level communications, and ensure rapid, high-quality resolution. Leveraging insights from these cases, the role spends the remaining 30 % leading projects that eliminate root causes, streamline workflows, and scale customer-facing processes.

This is a remote position open to candidates based in Canada.

• Own P1/P2 escalations end-to-end—triage, action plans, and real-time status updates to customers and execs.
• Deliver crisp post-mortems and executive summaries; track MTTR, CSAT, and follow-up actions.
• Analyze escalation themes, quantify business impact, and prioritize process-improvement opportunities.
• Lead cross-functional initiatives to standardize escalation workflows, SLAs, tools, and dashboards.
• Coach frontline teams on prevention and de-escalation best practices.
• Drive stakeholder alignment and accountability for commitments arising from escalations.

• Mean Time to Resolution (MTTR) for high-severity cases.
• Post-escalation CSAT/NPS.
• % systemic issues permanently fixed within 90 days.
• SLA adherence and audit-ready documentation.

• 4+ years in Customer Success, Support Ops, Trust & Safety, or similar, owning high-severity escalations.
• Track record of leading cross-functional process-improvement projects.
• Structured problem-solver; data-driven decision-making.
• Strong program/project management chops (PMP, ITIL, Six Sigma a plus).
• Executive-level written & verbal communication and stakeholder influence.
• Bachelor’s in Business, Ops, Engineering, or related field.

• Customer-obsession & empathy.
• Analytical rigor & storytelling.
• Conflict resolution & stakeholder management.
• Bias for action & ownership.
• Continuous-improvement mindset.

What is the last date for applying to the job?

Which countries are accepted for this remote job?