Care Escalations Senior Manager — Hybrid Leader
WinsAbove
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Benefits offered by this job
Job summary
Toast is seeking a Senior Manager of Escalations in Omaha to lead the Escalations organization across Boston, Omaha, and remote offices. You will own the operating model, KPIs, and final decision-making for complex customer issues, partnering with Customer Success, Product, Engineering and Legal to close loops with systemic fixes.
You will coach a team of Escalations Managers, align cross-functional teams, and scale AI-powered tools to improve resolution times and outcomes, while maintaining
Qualifications
- 7+ years in customer support, success, or escalations (executive/technical)
- 3+ years of managing managers or multi-team orgs
- Experience with high-growth SaaS/tech environments
- Experience communicating with senior/executive leadership
- Analytical rigor with SLAs and metrics
- Proven ability to lead through ambiguity and shifting priorities
- Experience leveraging AI to automate frontline tasks
Responsibilities
- Own the operating model and outcomes of the Escalations function
- Drive KPIs and quality resolution with technical troubleshooting
- Lead and develop Escalations Managers and teams
- Oversee final decisions on complex customer situations for executives
- Define and evolve servicing frameworks for a growing global base
- Lead RCA intake and use escalation insights for improvements
- Pilot and scale AI-powered tools in the Escalations org
Skills
Tools
Job description
Toast is seeking a Senior Manager of Escalations in Omaha to lead the Escalations organization across Boston, Omaha, and remote offices. You will own the operating model, KPIs, and final decision-making for complex customer issues, partnering with Customer Success, Product, Engineering and Legal to close loops with systemic fixes.
You will coach a team of Escalations Managers, align cross-functional teams, and scale AI-powered tools to improve resolution times and outcomes, while maintaining
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