Remote Senior Escalations & Programs Lead

United States Digital Space LLC; United States; Remote; USD 102,000 - 154,000; Full time

Job summary

United States Digital Space LLC is seeking a Senior Escalations Program Manager to own our most complex customer escalations and drive durable improvements. You will coordinate cross-functional resources, lead executive communications, and push rapid, high-quality resolutions for high-severity issues.

The role allocates ~70% time to complex finance escalations and ~30% to programs eliminating root causes and scaling customer-facing processes.

Qualifications

• Structured problem-solving skills and the ability to use data to make decisions, quantify impact, and prioritize work.
• Excellent written and verbal communication skills, with the ability to synthesize complex situations into clear executive-level updates and recommendations.
• Bachelor’s degree in Business, Operations, Engineering, or a related field, or equivalent practical experience.
• PMP, ITIL, Six Sigma, or a comparable program or process-management certification.

Responsibilities

• Own priority customer escalations end to end, including triage, action planning, cross-functional coordination, risk management, and real-time status updates to customers and executive stakeholders.
• Serve as the single-threaded owner for complex escalations, coordinating across Sales, Finance, Support, Customer Success, Product, and Engineering.
• Deliver post-mortems and executive summaries; track progress and follow-up actions through closure.
• Analyze escalation themes and quantify business impact to identify improvement opportunities for process and product.
• Lead cross-functional programs to improve the customer experience, including SLAs, workflows, tooling, and dashboards.
• Coach frontline teams on escalation prevention, de-escalation, and effective escalation processes.
• Champion company values and scale globally across offices.

Skills

Structured problem-solving

Data-driven decisions

Program management

Communication

Education

Bachelor’s degree in Business/Engineering/Operations

PMP/ITIL/Six Sigma certification

Job description

United States Digital Space LLC is seeking a Senior Escalations Program Manager to own our most complex customer escalations and drive durable improvements. You will coordinate cross-functional resources, lead executive communications, and push rapid, high-quality resolutions for high-severity issues.

The role allocates ~70% time to complex finance escalations and ~30% to programs eliminating root causes and scaling customer-facing processes.