Customer Incident Escalation Lead

Symbotic; United States; On-site; USD 108,000 - 148,500; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401K plan

Paid time off

Job summary

A leading automation technology company seeks an experienced Escalation Manager to lead customer-facing incident management and enhance communication during high-pressure situations. This role is pivotal in ensuring timely updates and unblocking response teams amidst operational disruptions. Candidates should possess strong experience in incident management and exceptional communication skills, especially in critical scenarios. The job offers competitive compensation and a comprehensive benefits package.

Qualifications

• Strong experience in customer-facing incident or escalation management is essential.
• Excellent verbal and written communication skills, especially in high-stakes situations.
• Ability to translate technical progress into customer-appropriate updates is required.

Responsibilities

• Serve as the primary point of contact for customers during escalated incidents.
• Deliver clear, structured, and confidence-building updates tailored to customer audiences.
• Coordinate vendors, site teams, and internal stakeholders as needed.

Skills

Customer-facing incident management

Verbal and written communication

Coordination and stakeholder management

Calm under pressure

Technical progress translation

Job description

A leading automation technology company seeks an experienced Escalation Manager to lead customer-facing incident management and enhance communication during high-pressure situations. This role is pivotal in ensuring timely updates and unblocking response teams amidst operational disruptions. Candidates should possess strong experience in incident management and exceptional communication skills, especially in critical scenarios. The job offers competitive compensation and a comprehensive benefits package.