Customer Escalation PM — Cross-Functional Leader

ASSA ABLOY Global Solutions; New Haven (CT); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Annual Bonus

Tuition reimbursement

Matching 401k

Generous holiday schedule

Job summary

ASSA ABLOY Global Solutions is seeking a Customer Escalation Project Manager to lead high-priority customer escalations for Electronic Access Control products, coordinating cross-functional teams from issue identification to resolution.

The role reports to the AEH Program Management Office and is on-site in New Haven, CT or Berlin, CT, with travel as needed. Strong project management and communication skills are essential.

Qualifications

• Bachelor's Degree in Computer Science, Engineering or a related technical discipline.
• 3-5 years of progressive experience in engineering, technical support, project management, customer escalation management, or related technical disciplines.
• Ability to lead cross-functional teams, assign actions, establish priorities, resolve obstacles, and elevate risks without direct management authority.
• Strong communication skills, including the ability to effectively engage technical and business stakeholders and translate technical issues into business impacts, risks, and required decisions.
• Ability to remain calm, reassuring, and resolution-focused during high-pressure situations.
• Proficiency with project management and collaboration tools, including Jira, Confluence, Microsoft Project, Excel, and PowerPoint.
• PMP and SAFe certifications are a plus.
• Must be open to occasional travel and possess, or be able to acquire, a valid passport.

Responsibilities

• Manage high-priority customer escalation response activities for Electronic Access Control products, serving as the central point of accountability from issue identification through resolution.
• Coordinate the response of cross-functional teams, establish priorities, drive decision-making, and oversee the corrective actions needed to restore customer operations as quickly as possible.
• Oversee investigation, root cause analysis, validation, deployment, and recovery activities with Technical Support, engineering, testing, field service, and other teams.
• Maintain project plans, manage risks and dependencies, lead escalation reviews, and communicate with customers and stakeholders while ensuring rapid execution in high-pressure situations.

Skills

Project management

Cross-functional leadership

Stakeholder communication

Communication skills

Problem-solving

Travel flexibility

Education

Bachelor's Degree in Computer Science or Engineering

Tools

Jira

Confluence

Microsoft Project

Excel

PowerPoint

Job description

ASSA ABLOY Global Solutions is seeking a Customer Escalation Project Manager to lead high-priority customer escalations for Electronic Access Control products, coordinating cross-functional teams from issue identification to resolution.

The role reports to the AEH Program Management Office and is on-site in New Haven, CT or Berlin, CT, with travel as needed. Strong project management and communication skills are essential.