Escalation Manager

Cornerstone OnDemand, Inc.; Kraków; Hybrid; PLN 179,000 - 287,000; Full time

Job summary

Cornerstone Research in Kraków is seeking an accomplished Escalation Manager to own high-stakes cases from start to finish. In this hybrid role, you’ll partner with Engineering, provide clear customer updates, and ensure we meet service level objectives while preserving customer trust.

You’ll apply EIM economics, manage communications, and act as the single entry point to OneList, de-escalating by voice and keeping teams aligned.

Qualifications

• 4+ years escalation, incident, or critical-situation management in enterprise SaaS.
• Command presence in chaos: structured, calm, relentless follow-through.
• Fluency with EIM economics and SLO discipline; Salesforce rigor.
• Writing that executives trust and customers understand.

Responsibilities

• Take ownership transfer of escalated cases end-to-end: comms, coordination, and the Engineering partnership — the handover itself is the customer’s proof of escalation.
• Communicate at least daily in plain language, with ETAs from SLOs — and prove we meet them.
• Score every escalation with EIM (Revenue at Risk + Cornerstone Cost); apply the fairness override only in the open, never around the list.
• Serve as the single entry point to the OneList: merge duplicates (raising EIM), and never let an item leave review without an Engineering owner and date.
• De-escalate by voice — a phone call resolves what ten emails cannot; leave every customer knowing who is fighting for them.
• Keep the originating pod informed while keeping them productive — agents stay out of Engineering threads.

Skills

Escalation management

Communication

SLA/SLO discipline

Salesforce

Tools

Salesforce

Job description

Escalation Manager

We're looking for a

This role is Hybrid,Krakow Office

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept — one customer, one case, one conversation at a time.

In this role you will...

• Take ownership transfer of escalated cases end-to-end: comms, coordination, and the Engineering partnership — the handover itself is the customer’s proof of escalation.
• Communicate at least daily in plain language, with ETAs from SLOs — and prove we meet them.
• Score every escalation with EIM (Revenue at Risk + Cornerstone Cost); apply the fairness override only in the open, never around the list.
• Serve as the single entry point to the OneList: merge duplicates (raising EIM), and never let an item leave review without an Engineering owner and date.
• De-escalate by voice — a phone call resolves what ten emails cannot; leave every customer knowing who is fighting for them.
• Keep the originating pod informed while keeping them productive — agents stay out of Engineering threads.

You’ve got what it takes if you have...

• 4+ years escalation, incident, or critical-situation management in enterprise SaaS.
• Command presence in chaos: structured, calm, relentless follow-through.
• Fluency with EIM economics and SLO discipline; Salesforce rigor.
• Writing that executives trust and customers understand.

GATES: escalation cycle time (EIM-weighted) · zero unconfirmed closures · daily-comms compliance · customer confirmation rate.

IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 179200 - 286700 PLN.

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!

#LI-Hybrid