Senior Billing Escalations Manager - Remote

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 the most complex customer escalations and drive durable improvements across cross-functional teams. You will manage high-severity finance requests, coordinate stakeholders, and deliver executive-ready updates.

The role combines process optimization, escalation playbooks, and proactive prevention to scale customer-facing operations for a global SaaS environment.

Qualifications

• 4+ years in Customer Success, Support Operations, Trust & Safety, or incident management.
• Experience leading cross-functional process-improvement programs.
• Structured problem-solving with data-driven decision making.
• Strong program and project management across multiple workstreams.
• Excellent written and verbal communication with executives.

Responsibilities

• Own priority customer escalations end to end with triage, planning and cross-functional coordination.
• Serve as single-threaded owner for complex escalations across Sales, Finance, Support, CS, Product and Engineering.
• Deliver post-mortems and executive summaries; track progress through closure.
• Analyze escalation themes to identify opportunities for process and product improvements.
• Lead cross-functional programs to standardize escalation workflows and dashboards.
• Coach frontline teams on escalation prevention and de-escalation.
• Embed company principles and scale processes globally.

Skills

Customer Success

Program management

Cross-functional leadership

Data-driven decisions

Communication

Education

Bachelor's degree in Business, Operations, Engineering, or related field

Job description

United States Digital Space LLC is seeking a Senior Escalations Program Manager to own the most complex customer escalations and drive durable improvements across cross-functional teams. You will manage high-severity finance requests, coordinate stakeholders, and deliver executive-ready updates.

The role combines process optimization, escalation playbooks, and proactive prevention to scale customer-facing operations for a global SaaS environment.