Project Manager – Customer Escalation

Jobtailor; New Haven (CT); On-site; USD 95,000 - 130,000; Full time

Job summary

Jobtailor is seeking a seasoned Escalation Manager to own and drive critical customer issues from identification to resolution, coordinating cross-functional teams and stakeholders in high-pressure environments. The role emphasizes root cause analysis, project management, and clear communication to minimize impact on performance and functionality.

The ideal candidate has a technical background in software/firmware/systems and 3–5 years of related experience, with proficiency in Jira, Confluence,

Qualifications

• Bachelor's Degree in Computer Science, Engineering or related technical discipline.
• Exposure to software, firmware, systems, or electronic products.
• 3-5 years of progressive experience in engineering, technical support, project management, customer escalation management, or related technical disciplines.
• Ability to lead cross-functional teams, assign actions, establish priorities, resolve obstacles, and escalating risks without direct management authority.
• Strong communication skills, including the ability to engage technical and business stakeholders and translate technical issues into business impacts, risks, and required decisions.
• Ability to remain calm, reassuring, and resolution-focused during high-pressure situations.

Responsibilities

• Manage major customer escalations for Electronic Access Control products operating in customer environments
• Oversee a portfolio of concurrent escalation efforts involving severe performance degradation, system instability, or loss of functionality
• Serve as the central point of accountability from issue identification through resolution
• Coordinate cross-functional response teams, establish priorities, drive decision-making, and oversee corrective actions
• Oversee investigation, root cause analysis, validation, deployment, and recovery activities
• Maintain project plans and manage risks and dependencies
• Lead escalation reviews
• Support clear, timely communication with customers and stakeholders
• Ensure rapid execution in high-pressure situations

Skills

Customer Escalation Management

Root Cause Analysis

Project Management

Cross-Functional Leadership

Strong Communication

Education

Bachelor's Degree in Computer Science

Bachelor's Degree in Engineering

Tools

Jira

Confluence

Microsoft Project

Excel

PowerPoint

Job description

• Manage major customer escalations for Electronic Access Control products operating in customer environments
• Oversee a portfolio of concurrent escalation efforts involving severe performance degradation, system instability, or loss of functionality
• Serve as the central point of accountability from issue identification through resolution
• Coordinate cross-functional response teams, establish priorities, drive decision-making, and oversee corrective actions
• Oversee investigation, root cause analysis, validation, deployment, and recovery activities
• Maintain project plans and manage risks and dependencies
• Lead escalation reviews
• Support clear, timely communication with customers and stakeholders
• Ensure rapid execution in high-pressure situations

Requirements

• Bachelor's Degree in Computer Science, Engineering or a related technical discipline
• Exposure to software, firmware, systems, or electronic products
• 3-5 years of progressive experience in engineering, technical support, project management, customer escalation management, or related technical disciplines
• Ability to lead cross-functional teams, assign actions, establish priorities, resolve obstacles, and escalating risks without direct management authority
• Strong communication skills, including the ability to engage technical and business stakeholders and translate technical issues into business impacts, risks, and required decisions
• Ability to remain calm, reassuring, and resolution-focused during high-pressure situations
• Proficiency with Jira, Confluence, Microsoft Project, Excel, and PowerPoint
• Must be open to occasional travel
• Possess, or be able to acquire, a valid passport

Core Competencies

Demonstrates expertise in managing customer escalations for Electronic Access Control products, with a strong focus on root cause analysis, project management, and cross-functional team leadership. Proficient in maintaining clear communication with stakeholders and executing solutions in high-pressure environments.

Highest-signal resume keywords

• Customer Escalation Management
• Root Cause Analysis
• Project Management
• Cross-Functional Team Leadership
• Strong Communication Skills

ATS Optimization Keywords

Hard Skills

• Engineering
• Technical Support
• Software Exposure
• Firmware Exposure
• Systems Exposure
• Electronic Products Exposure

Soft Skills

• Calm Under Pressure
• Resolution-Focused

Certifications & Qualifications

• Bachelor's Degree in Computer Science
• Bachelor's Degree in Engineering

Industry Keywords

• Electronic Access Control
• Performance Degradation
• System Instability
• Functionality Loss

Tools & Technologies

• Jira
• Confluence
• Microsoft Project
• Excel
• PowerPoint