Strategic Escalation Lead for Critical Issues

3M HEALTHCARE; Bogotá; Híbrido; COP 120.000.000 - 180.000.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Retirement plans

Medical, Dental and Vision coverage

Paid Time Off

Paid Parental Leave

Support for community involvement

Descripción de la vacante

Trellix is seeking a Staff Escalation Manager to lead critical issue resolution and cross‑functional action plans across global teams. You will brief executive stakeholders and drive accountability to rigorous SLOs, ensuring timely, outcome‑oriented communication with customers.

Ideal candidates bring 10+ years in high‑pressure escalation roles, strong certifications, and a track record of translating complex technical issues into business insights.

Formación

• Certifications in PMP, ITIL4, MIM, CSAM, or Lean Six Sigma (Green/Black Belt).
• 10+ years in high‑pressure roles (Escalation Management, TAM, or Support Management) overseeing Tier1/Strategic accounts.
• Foundational knowledge of Cloud/SaaS architectures and Jira/Salesforce for data‑driven reporting.

Responsabilidades

• Own the resolution of customers’ critical issues.
• Engage and lead cross‑functional, geographically dispersed teams to develop and execute action plans for critical situations.
• Communicate critical issue status to executive staff, working teams and the customer.
• Ensure the cross‑functional team follows clearly established action plans (Who, What, When) and delivers within established SLOs.
• Identify systemic issues related to products and/or processes and drive actions to prevent future problems.
• Maintain and expand a solid understanding of current products and their business applications.
• Participate in weekly escalation review meetings with Sales, Customer Support, Product Management, and Engineering.

Conocimientos

Executive Presence

Influence Without Authority

Strategic Problem Solver

Operational Discipline

Customer-Centric Negotiator

Herramientas

Jira

Salesforce

Descripción del empleo

Trellix is seeking a Staff Escalation Manager to lead critical issue resolution and cross‑functional action plans across global teams. You will brief executive stakeholders and drive accountability to rigorous SLOs, ensuring timely, outcome‑oriented communication with customers.

Ideal candidates bring 10+ years in high‑pressure escalation roles, strong certifications, and a track record of translating complex technical issues into business insights.