About the role
Confidential (Registered Users Only) is looking for a Senior Escalations Program Manager to own our most complex customer escalations and turn those experiences into durable improvements. Approximately 70% of your time will be spent managing complex customer finance requests, you will coordinate cross-functional resources, lead executive-level communications, and drive rapid, high-quality resolution for high-severity customer issues. The remaining 30% of your time will focus on programs that eliminate root causes, streamline workflows, proactively resolve potential customer billing issues and scale customer-facing processes.
This role is ideal for a structured, customer-centered operator who can bring clarity to complex situations, build alignment across teams, and translate individual escalations into systemic improvements.
This is a remote position open to candidates residing in the US except the San Francisco Bay Metro Area, NYC Metro Area, and Washington, D.C. Metro Area.
You should apply if:
- You want to impact the industries that run our world: Your work will help customers operate more safely, efficiently, and sustainably.
- You are the architect of your own career: If you put in the work, this role won’t be your last at Confidential (Registered Users Only). We create opportunities to learn, grow, and master your craft in a high-growth environment.
- You’re energized by our opportunity: Digitizing large sectors of the global economy requires creative problem-solving, sound judgment, and a strong commitment to customer success.
- You want to be with the best: At Confidential (Registered Users Only), we win together, support each other, and hold ourselves accountable to high standards.
In this role, you will:
- Own priority customer escalations end to end, including triage, action planning, cross-functional coordination, risk management, and real-time status updates to customers and executive stakeholders.
- Serve as the single-threaded owner for complex escalations, creating structure and accountability across Sales, Finance, Support, Customer Success, Product, Engineering, and other partner teams.
- Deliver clear post-mortems and executive summaries; track resolution progress, commitments, and follow-up actions through closure.
- Analyze escalation themes and quantify business impact to identify and prioritize opportunities for process, product, and workflow improvement.
- Lead cross-functional programs to improve the customer experience – standardize escalation workflows, service-level expectations, tooling, reporting, and dashboards.
- Coach frontline teams on escalation prevention, de-escalation, customer communication, and effective use of escalation processes.
- Champion, role model, and embed Confidential (Registered Users Only)’s cultural principles—Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team—as we scale globally and across new offices.
Success in this role will be measured by:
- Reduced mean time to resolution (MTTR) for high-severity escalations.
- Improved post-escalation CSAT and NPS.
- Increased percentage of systemic issues permanently fixed within 90 days.
- Consistent SLA adherence and audit-ready escalation documentation.
- Clear stakeholder accountability and completion of commitments arising from escalations.
Minimun requirements for the role:
- 4+ years of experience in Customer Success, Support Operations, Trust & Safety, incident management, or a related function, including direct ownership of high-severity escalations.
- Demonstrated success leading cross-functional process-improvement programs from problem definition through implementation and adoption.
- Structured problem-solving skills and the ability to use data to make decisions, quantify impact, and prioritize work.
- Strong program and project management skills, including the ability to manage multiple workstreams, dependencies, and stakeholders in time-sensitive situations.
- Excellent written and verbal communication skills, with the ability to synthesize complex situations into clear executive-level updates and recommendations.
- Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.
An ideal candidate also has:
- PMP, ITIL, Six Sigma, or a comparable program, incident, or process-management certification.
- Experience working in a SaaS, technology, or other complex customer-operations environment.
- Experience building or improving escalation playbooks, SLAs, operating rhythms, dashboards, or audit-ready documentation.
- Experience coaching customer-facing teams on conflict resolution, de-escalation, and prevention.