Founding Executive Escalations Lead

United States Digital Space LLC; Washington; Hybrid; USD 210,000 - 260,000; Full time

Benefits offered by this job

Competitive compensation

Benefits package

Equity donation matching

Generous vacation

Parental leave

Flexible hours

Job summary

United States Digital Space LLC is seeking an experienced Executive Escalations Manager to help stand up a new Community & Executive Escalations pillar. You will lead incident triage, craft playbooks, and coordinate cross-functional teams to resolve high-stakes user issues via executive channels.

The role requires calm under pressure, precise written communication, and a bias toward action as the organization grows; office presence is expected under a location-based hybrid policy.

Qualifications

• 6+ years in escalation management or related frontline ops
• Direct hands-on experience running incidents or escalations
• Sharp written communication for senior leaders
• Excellent judgment under pressure
• Cross-functional coordination in real time
• Pattern-detection mindset to surface root issues

Responsibilities

• Build the team's playbooks, escalation criteria, tooling solutions, and SOPs
• Own executive escalations end-to-end during your coverage hours
• Communicate crisply with internal stakeholders and brief executives
• Write post-escalation reports detailing actions and improvements
• Lead a recurring escalations insights forum with partner teams

Skills

Escalation management

Executive communications

Incident coordination

Stakeholder management

Pattern detection

Education

Bachelor’s degree or equivalent

Job description

United States Digital Space LLC is seeking an experienced Executive Escalations Manager to help stand up a new Community & Executive Escalations pillar. You will lead incident triage, craft playbooks, and coordinate cross-functional teams to resolve high-stakes user issues via executive channels.

The role requires calm under pressure, precise written communication, and a bias toward action as the organization grows; office presence is expected under a location-based hybrid policy.