Global Escalations Manager | Incident Response Leader

Ingram Micro Philippines BPO LLC; Pateros; On-site; PHP 2,009,000 - 2,678,000; Full time

Job summary

Ingram Micro Philippines BPO LLC is seeking an experienced Manager to lead the Global L3 Escalations function, overseeing high-severity customer issues that threaten operations or retention. The role requires strong incident management, cross-functional coordination, and timely stakeholder communication to drive rapid resolutions.

You will establish ownership, mentor Escalation Associates, and set best practices for incident response across Support, Operations, Sales, and Product teams, while

Qualifications

• Minimum 5 years in escalation management, customer success, or related fields.
• 3+ years in leadership roles managing critical customer issues.
• Experience supporting enterprise, strategic, or retail customers.
• Able to work across varying time zones to support the business.
• Experience with communication tools (phone, email, video conferencing) and ticketing platforms.

Responsibilities

• Own and continuously improve global escalation management processes, severity definitions, SLAs, and engagement models.
• Establish clear ownership, accountability, 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

Customer success

Leadership

Cross-functional coordination

Stakeholder communication

Tools

CRM systems

Zendesk

Video conferencing (Teams)

Ticketing platforms

Job description

Ingram Micro Philippines BPO LLC is seeking an experienced Manager to lead the Global L3 Escalations function, overseeing high-severity customer issues that threaten operations or retention. The role requires strong incident management, cross-functional coordination, and timely stakeholder communication to drive rapid resolutions.

You will establish ownership, mentor Escalation Associates, and set best practices for incident response across Support, Operations, Sales, and Product teams, while