Global Escalations Senior Manager — 24/7 Support Leader

Namely; Mountain View (CA); On-site; USD 150,000 - 230,000; Full time

Job summary

Cornerstone is seeking a Lead Escalation Manager to oversee global escalation operations within the Cornerstone Support organization. You will manage cross-continental teams, ensure timely triage and transformation of escalations, and maintain integrity of escalation processes with strong, data-driven governance.

You will partner with Engineering to enforce SLOs, coach EscMgrs, and drive a culture of accountability.

Qualifications

• 6+ years support/escalation leadership incl. leading senior ICs.
• Enterprise SaaS incident depth.
• Executive presence to brief the ELT during CritSits without drama or spin.
• Operational rigor with data fluency—EIM, SLOs, cycle-time analytics.

Responsibilities

• Lead Escalation Managers across shift bands with 24/7 escalation coverage and clean handoffs.
• Run daily escalation triage: every new escalation scored, owned, and moving within the day.
• Co-chair the Fortnightly OneList Accountability Review with Engineering: enforce SLO clocks, surface red items, no silent removals.
• Guard EIM integrity: rule-based tiering (95%), overrides must be visible and justified.
• Hold the line on single-entry: executive bypasses routed back through the list with transparent math.
• Develop EscMgrs: coaching from AI evidence, Fortnightly 1:1s, bench ready for growth.

Skills

Escalation leadership

Leadership of senior ICs

Operational rigor

Data fluency

Executive presence

Job description

Cornerstone is seeking a Lead Escalation Manager to oversee global escalation operations within the Cornerstone Support organization. You will manage cross-continental teams, ensure timely triage and transformation of escalations, and maintain integrity of escalation processes with strong, data-driven governance.

You will partner with Engineering to enforce SLOs, coach EscMgrs, and drive a culture of accountability.