Global Escalations Lead: Incident Response & Advocacy

Ingram Micro, Inc.; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Ingram Micro, Inc. is seeking a Manager for Global L3 Escalations to resolve high-severity customer issues impacting operations, finances, or retention. You will drive incident management, coordinate across support, operations, sales, vendor, and product teams, and communicate timely updates to stakeholders.

The role leads Global Escalation Associates, defines best practices, and acts as a senior customer advocate during critical escalations, ensuring rapid recovery and customer satisfaction.

Qualifications

• 5+ years in escalation management, customer success, or service delivery.
• 3+ years in leadership roles overseeing critical customer issues.
• Experience with enterprise, strategic, or retail customers.
• Experience using CRM and ticketing tools (CRM, Zendesk, Teams).

Responsibilities

• Own and improve global escalation processes, severity definitions, SLAs and engagement models.
• Establish clear ownership and resolution pathways across support, operations, sales, vendor, and product teams.
• Drive executive-level incident response and coordinate cross-functional resources during critical situations.
• Ensure consistent customer communications, status updates, and recovery plans during escalations.
• Serve as senior customer advocate during business-critical escalations.
• Lead, coach and develop Global Escalation Associates.
• Establish incident management best practices and response standards.

Skills

Escalation management

Leadership

Customer success

Cross-functional coordination

Stakeholder communication

Tools

CRM

Zendesk

Job description

Ingram Micro, Inc. is seeking a Manager for Global L3 Escalations to resolve high-severity customer issues impacting operations, finances, or retention. You will drive incident management, coordinate across support, operations, sales, vendor, and product teams, and communicate timely updates to stakeholders.

The role leads Global Escalation Associates, defines best practices, and acts as a senior customer advocate during critical escalations, ensuring rapid recovery and customer satisfaction.