Staff Technical Escalations Manager @Outreach

Overview

The Staff Technical Escalations Manager at Outreach focuses on reducing customer and internal friction through data-driven processes, enhancing customer outcomes and internal coordination. The role involves managing critical incidents, preventing recurrences, and driving improvements in product quality.

Key Responsibilities

• Manage and improve the Red Account Program and Incident Management Programs.
• Lead incident response coordination and post-mortem analysis.
• Ensure clear ownership, timelines, decision paths, and communication plans for escalations and incidents.
• Conduct executive-level reporting and root-cause summaries.
• Negotiate solutions and execute mitigation plans for complex escalations.
• Collaborate with Product, Engineering, Success, Technical Account Management, and Support teams.
• Participate in after-hours support for urgent incidents as needed.

Requirements

• Ability to navigate complex cross-functional issues.
• Strong communication skills and systems thinking.
• Technical competence and a process-oriented mindset.
• Experience in managing high-impact customer and platform issues.
• Organizational maturity and operational discipline.
• Situational awareness and executive presence.

Benefits

Specific benefits are not detailed in the listing.

Location

This is a hybrid role open to candidates in the Atlanta or Seattle areas.

How to Apply

To apply for this position, please visit the Outreach careers page.

Deadline

No application deadline specified.