Senior Escalations Leader — Global, Hybrid, AI-Driven

Sponsor Finder; Boston; Hybrid; GBP 92.000 - 147.000; Vollzeit

Zusammenfassung

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices. You will partner with Customer Care, Customer Success, Product, Engineering and Legal to resolve complex issues and drive systemic fixes.

You will coach a team of Escalations Managers, set thresholds and standards, and own the operating model for escalations at Toast. A strong track record with executive-facing communication is required.

Qualifikationen

• 7+ years in customer support, success, or escalations (executive or technical).
• 3+ years managing managers or multi-team organization.
• Experience communicating with senior/executive leadership on complex customer situations.
• Analytical rigor: define and report SLAs, service metrics, root-cause frames.
• Ability to lead through ambiguity in a fast-changing environment.

Aufgaben

• Own operating model and outcomes of Escalations, reducing time-to-resolution.
• Responsible for KPIs and weekly/monthly business review insights.
• Lead, coach, and develop Escalations Managers and shape team culture.
• Oversee final decisions on complex high-visibility cases for executives.
• Define and evolve servicing frameworks to scale globally.
• Lead RCA processes and scale AI-powered tools in Escalations.

Kenntnisse

Customer escalations

Leadership

Analytics

Executive communication

Cross-functional collaboration

AI tools adoption

Tools

Jira

Salesforce

FireHydrant

Jobbeschreibung

Toast is seeking a Senior Manager of Escalations to lead the Escalations organization across Boston, Omaha, and remote offices. You will partner with Customer Care, Customer Success, Product, Engineering and Legal to resolve complex issues and drive systemic fixes.

You will coach a team of Escalations Managers, set thresholds and standards, and own the operating model for escalations at Toast. A strong track record with executive-facing communication is required.