Staff Technical Escalations Manager @Outreach

Overview

The Staff Technical Escalations Manager at Outreach is responsible for managing critical incidents and driving improvements in product quality and supportability. The role requires strong communication skills, technical competence, and the ability to navigate complex issues in a cross-functional environment.

Key Responsibilities

• Own, scale, and continuously improve the Red Account Program and Incident Management Program.
• Lead incident response coordination, post-mortem analysis, stakeholder alignment, and risk mitigation.
• Ensure every escalation and incident has a clear owner, timeline, decision path, and communication plan.
• Serve as the point of contact for complex and business-critical escalations across all levels of the organization.
• Provide executive-level reporting and root-cause summaries to ensure measurable progress is communicated to customers.

Requirements

• Proven ability to navigate complex cross-functional issues.
• Strong communicator and trusted advocate for customers and internal teams.
• Ability to maintain situational awareness and executive presence under pressure.
• Organizational maturity and operational discipline.

Benefits

Location

This is a hybrid role, open to candidates in the United States, specifically the Atlanta or Seattle area.

How to Apply

Deadline