Sr Escalation Manager
Sr Customer Escalations Manager
About the role
As a Sr Customer Escalations Manager, you will lead the resolution of complex, high-priority customer issues. You’ll serve as a trusted point of contact for customers during challenging situations, coordinate cross-functional teams, and ensure issues are resolved quickly, clearly, and thoughtfully.
Your work will help strengthen customer trust, improve satisfaction, reduce recurring issues, and support long-term retention.
What you’ll do
Own the end-to-end management of customer escalations, from initial response through resolution and follow-up.
Partner with Support, Engineering, Product, Customer Success, and other teams to investigate issues and coordinate timely resolutions.
Maintain clear, consistent communication with customers and internal stakeholders throughout the escalation process.
Translate complex technical information into clear, audience-appropriate updates for both technical and non-technical stakeholders.
Coordinate root-cause analysis and communicate what happened, how the issue was resolved, and how similar issues will be prevented.
Lead follow-up conversations with customers to review resolutions and preventive actions.
Monitor high-priority customer accounts proactively to identify and address potential issues before they escalate.
Manage multiple escalations at once while keeping priorities, timelines, and stakeholders aligned.
Maintain accurate escalation records, known-defect information, workarounds, and lessons learned.
Identify trends and recommend process, product, or service improvements that reduce future escalations.
What you’ll bring
5–7 years of experience in customer support, customer success, incident management, or a related customer-facing function.
Experience managing complex or high-priority customer issues in a fast-paced environment.
Strong analytical and problem-solving skills, including the ability to identify root causes and drive lasting solutions.
Demonstrated ability to lead through influence and coordinate work across technical and non-technical teams.
Excellent written, verbal, presentation, and negotiation skills.
A customer-first mindset, with empathy and the ability to build trust during high-pressure situations.
Strong judgment, composure, adaptability, and prioritization skills.
A proactive approach to identifying risks, anticipating challenges, and improving processes.
Strong organization and time-management skills, with the ability to manage multiple priorities independently.
Commitment to leading with OneTrust values.
Extra impressive
Knowledge of the trust, privacy, security, or compliance technology industry.
ITIL V4 Foundation certification.
Relevant certifications such as IAPP, PMP, or CCSM.
Experience with tools such as Salesforce, Jira, and Microsoft Office.
Fluency in more than one language.
How success will be measured
Escalated issues are resolved within agreed timelines and with minimal business impact.
Customers receive timely, transparent communication and report strong satisfaction after resolution.
Root-cause analyses are completed and shared within agreed service-level expectations.
Recurring issues and repeat escalations decrease over time.
Escalation documentation, resolutions, and lessons learned are accurate and actionable.
Customer confidence, retention, and long-term relationships are strengthened.
For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.
Salary Range
$71,250—$95,000 USD