Executive Escalation & Crisis Programs Lead

Openkrill; United States; Remote; USD 134,000 - 201,000; Full time

Benefits offered by this job

Incentive pay

Equity

Job summary

Everpure is seeking a Critical Account Program Manager to own the highest level of escalation engagement. You will lead cross-functional teams to resolve complex product and operational issues, protect customer trust and brand reputation, and bridge technical execution with executive strategy.

You will establish governance, drive timely resolutions, manage crisis communications with senior leaders, track KPIs, and promote post-mortem learning to prevent recurrence across product and operations.

Qualifications

• 7-10+ years of experience in executive customer escalations.
• 10+ years of management experience.
• Bachelor’s degree required; equivalent experience considered.
• Strong cross-functional and executive alignment skills.
• Familiarity with enterprise incident management platforms (e.g., ServiceNow).

Responsibilities

• Drive Strategic Escalation Management: Lead cross-functional engagement teams to resolve high-priority customer and product escalations while safeguarding brand equity and customer relationships.
• Establish Governance & Operational Standards: Define scalable governance, policies, and standard procedures for crisis situations.
• Manage Executive & Crisis Communications: Serve as liaison to senior leadership and provide transparent updates on critical issues and recovery progress.
• Oversee Program Metrics & Continuous Improvement: Create and report KPIs to drive service improvements and coach teams on escalation best practices.
• Lead Post-Mortem & Preventative Initiatives: Facilitate root-cause analyses and document lessons learned to prevent recurrence across products and operations.

Skills

Executive escalation leadership

Cross-functional collaboration

Crisis communications

Incident management

Governance design

Education

Bachelor's degree

Tools

ServiceNow

Job description

Everpure is seeking a Critical Account Program Manager to own the highest level of escalation engagement. You will lead cross-functional teams to resolve complex product and operational issues, protect customer trust and brand reputation, and bridge technical execution with executive strategy.

You will establish governance, drive timely resolutions, manage crisis communications with senior leaders, track KPIs, and promote post-mortem learning to prevent recurrence across product and operations.