Escalation Program Manager

Motion Recruitment; United States; On-site; USD 70,257 - 84,033; Full time

Benefits offered by this job

Medical insurance

Vision insurance

401(k)

Job summary

A leading financial services firm in the United States is hiring an Escalations Recovery Program Manager to lead empathetic, multi-channel service recovery communications. This is a 4-month W2 contract role focused on managing complex projects and working closely with teams across the organization. The ideal candidate will have 5–10 years of experience in services-based or SaaS organizations, strong project management skills, and a customer-obsessed mindset, thriving in fast-paced environments. This role offers medical and vision insurance along with a 401(k).

Qualifications

• 5–10 years of experience in a services-based or SaaS organization.
• 3+ years influencing outbound marketing or service recovery outreach.
• Ability to thrive in fast-paced, ambiguous environments.

Responsibilities

• Design and execute end-to-end multi-channel service recovery outreach.
• Lead outbound engagement strategies with speed and empathy.
• Partner cross-functionally to deliver customer-first recovery experiences.
• Own engagement frameworks and success metrics.
• Manage complex, multi-phase projects.

Skills

Project management

Cross-functional leadership

Customer service mindset

Influencing outbound marketing

Managing multi-channel outreach

Job description

Base pay range

$51.00/hr - $61.00/hr

Team Lead | Enterprise Talent Services @ Motion Recruitment

Our client, a leader in financial software, is hiring an Escalations Recovery Program Manager to join their team!

**This is a 4-month W2 contract with benefits and paid holidays**

As the Escalations Recovery Program Manager, you will lead the strategy and execution of empathetic, multi-channel outbound communications focused on service recovery, critical notices, and high-impact customer escalations. You will partner closely with Product, Engineering, Design, Data, and Marketing to deliver proactive recovery experiences, particularly during new product launches and unexpected service failures.

Responsibilities

• Design and execute end-to-end multi-channel service recovery outreach for planned and unplanned service failures
• Lead outbound engagement strategies with a focus on speed, empathy, and customer confidence
• Partner cross-functionally to deliver aligned, customer‑first recovery experiences
• Own engagement frameworks and success metrics including open rate, retention, resolution, and conversion
• Manage complex, multi-phase projects including timelines, risks, dependencies, and status reporting

Desired Skills

• 5–10 years of experience in a services-based or SaaS organization
• 3+ years influencing outbound marketing or service recovery outreach
• Strong project management and cross-functional leadership skills
• Experience managing multi-channel outreach (email, phone, SMS, push)
• Customer-obsessed mindset with the ability to thrive in fast-paced, ambiguous environments

Employment details

Seniority level: Associate

Employment type: Contract

Job function: Project Management, Customer Service, and Product Management

Industries: Financial Services, Accounting, and Software Development

Benefits

• Medical insurance
• Vision insurance
• 401(k)

Motion Recruitment Partners is an Equal Opportunity Employer, including disability/vets. All applicants must be currently authorized to work on a full-time basis in the country for which they are applying, and no sponsorship is currently available. Employment is subject to the successful completion of a pre‑employment screening. Accommodation will be provided in all parts of the hiring process as required under Motion Recruitment Employment Accommodation policy. Applicants need to make their needs known in advance.