Senior Critical Escalation & Program Manager

Everpure; North Carolina; Hybrid; USD 134,000 - 201,000; Full time

Benefits offered by this job

Flexible time off

Wellness resources

Team events

Job summary

Everpure is seeking a Critical Account Program Manager in the United States to own top-level escalations and lead cross-functional teams. You will safeguard brand trust, drive timely resolutions, and align executive stakeholders while improving processes.

You will establish governance, track KPIs, coordinate with leaders, and conduct post-mortems to prevent future incidents across product and operations. Prior executive escalation experience is required.

Qualifications

• 7–10+ years of experience in executive customer escalations.
• 10+ years of management experience.
• Experience leading high-stakes customer escalations.
• Ability to partner with cross-functional technical teams and executives.
• Proven governance, KPI development, and policy/workflow design.

Responsibilities

• Lead cross-functional escalation engagement teams to resolve high-priority issues.
• Define, build and maintain scalable governance, policies and procedures.
• Serve as primary liaison to senior executives and key customer contacts.
• Create, analyze and report KPIs to drive service improvements.
• Facilitate root-cause analyses and post-mortems to prevent recurrence.

Skills

Executive Escalation

Crisis Leadership

Cross-Functional Leadership

Governance & KPIs

Incident Management

Tools

ServiceNow

Job description

Everpure is seeking a Critical Account Program Manager in the United States to own top-level escalations and lead cross-functional teams. You will safeguard brand trust, drive timely resolutions, and align executive stakeholders while improving processes.

You will establish governance, track KPIs, coordinate with leaders, and conduct post-mortems to prevent future incidents across product and operations. Prior executive escalation experience is required.