Global Escalation Management Lead

Snowflake

United States

On-site

USD 150,000 - 210,000

Full time

3 days ago

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Job summary

Snowflake is seeking a Manager of Escalation Management to lead a global, 24x7x365 team delivering high-impact resolutions for our most critical customers. You will build processes, set metrics, partner with product and engineering, and coach managers to deliver proactive and reactive support.

The role demands strong leadership and a customer-first mindset to scale as Snowflake grows. The ideal candidate will drive continuous improvement and automation, create scalable operating models, and

Qualifications

B.S. or M.S in CS, MIS or equivalent discipline.
6+ years of technical support and service management experience; 2+ years in a supervisory role.
3+ years in a customer-facing role managing escalations or incidents.
Experience managing Enterprise support in a large, web-based environment.
Customer-first mindset with ability to drive departmental goals and metrics.

Responsibilities

Lead a global Escalation Management team 24x7x365.
Hire, develop, train, and manage skills for the team.
Set operational, tactical and strategic goals for escalation management.
Collaborate with product and engineering for knowledge sharing and feature readiness.
Provide data-driven updates to stakeholders, including senior executives.
Establish and measure success through relevant metrics.
Drive continuous improvement and automation to scale across teams.