Executive Escalations & Incident Leader (Hybrid)

Outreach; Northern (KY); Hybrid; USD 95,000 - 145,000; Full time

Job summary

Outreach is seeking a Staff Technical Escalations Manager to own complex, executive-visible escalations and coordinate cross-functional incident responses across Product, Engineering, Success, Technical Account Management, and Support.

You will lead the incident management program, drive post-mortems, and deliver measurable risk reduction while maintaining clear executive-level communication and accountability in a hybrid Atlanta or Seattle environment.

Qualifications

• 7+ years in technical escalations or incident management.
• Ability to communicate with executives and engineers.
• Proven record handling complex escalations and incidents.
• Experience with executive presence in high-pressure situations.
• Ability to drive change through process improvements.

Responsibilities

• Owning complex, high-impact, executive-visible customer escalations from triage to resolution.
• Coordinate with stakeholders to align Product, Engineering, Support and Customer Success.
• Lead global Incident Management Program and ensure consistent response standards.
• Run weekly Red Account and Incident Review meetings with clear next steps.
• Document executive summaries and post-incident reviews with actionable owners.

Skills

Technical escalation management

Incident management

Executive communication

Cross-functional collaboration

Organizational change

Job description

Outreach is seeking a Staff Technical Escalations Manager to own complex, executive-visible escalations and coordinate cross-functional incident responses across Product, Engineering, Success, Technical Account Management, and Support.

You will lead the incident management program, drive post-mortems, and deliver measurable risk reduction while maintaining clear executive-level communication and accountability in a hybrid Atlanta or Seattle environment.