Senior CX Escalations & Risk Program Manager

iManage; Chicago (IL); Remote; USD 122,000 - 188,000; Full time

Job summary

An established industry player is seeking a Senior CX Escalations & Risk Program Manager to lead critical initiatives within the Customer Experience team. This role offers the chance to drive impactful projects that enhance customer satisfaction and streamline processes in a dynamic, remote environment. You'll collaborate with various teams to monitor customer health, optimize processes, and deliver actionable insights. With a focus on professional growth and a commitment to innovation, this opportunity allows you to make a significant impact while enjoying a supportive culture that values work-life balance and personal development.

Benefits

Health/Vision/Dental Insurance

401k Retirement Savings Plan

Flexible Time Off Policy

Annual Performance-Based Bonus

Unlimited Access to LinkedIn Learning

Company Wellness Days

Gaming Area

Free Snacks and Drinks

Enhanced Leave for Expecting Parents

Qualifications

• 7+ years in technical operations or issue management in a SaaS environment.
• Strong communication and project management skills are essential.

Responsibilities

• Lead CX Risk & Escalation initiatives from inception to completion.
• Collaborate with cross-functional teams to enhance customer satisfaction.

Skills

Technical Operations

Issue Management

Process Design

Project Management

Communication Skills

Analytical Skills

Customer Relationship Management

Education

Bachelor's Degree

Tools

SaaS Technologies

DMS Technologies

Job description

This is a remote role within a global team that utilizes cutting-edge technology to stay connected with colleagues worldwide. Occasional travel to a local office may be required for in-person collaboration with your team, as well as for company events, team building activities, or strategic meetings.

Being a Senior CX Escalations & Risk Program Manager at iManage means…

You are a responsible and accountable program manager who will drive and manage key initiatives within the Customer Experience (CX) Risk & Escalation Management team. The CX Risk & Escalation team owns, monitors and manages customer facing issues, escalations and risks in order to achieve timely resolution across the technology, engineering and field functions that contribute to the achievement of the company's customer health KPIs. This is a unique opportunity to be a part of a new growing domain within iManage, where your contributions will have a significant impact.

As a Senior Escalations & Risk Program Manager, you will work closely with the Senior CX Risk & Escalation Manager to ensure the successful design and execution of programs that enhance customer satisfaction, streamline internal processes, and improve overall customer health. Your ability to coordinate cross-functional teams, manage complex projects to address systemic challenges, and deliver impactful results will be essential to your success in this role.

iM Responsible For...

• Leading and managing multiple CX Risk & Escalation Management initiatives from inception to completion, ensuring alignment with business goals and customer needs.
• Collaborating closely with Product, Support, Engineering, Sales, Customer Experience, and Partner Enablement teams to ensure seamless execution of projects and programs.
• Identifying opportunities for process optimization and automation to enhance efficiency and effectiveness within risk and escalation management.
• Monitoring, managing, and reporting on risks and escalations that are impacting customer satisfaction and health.
• Developing and maintaining dashboards, reports, and KPIs to track performance of programs and to provide actionable insights to stakeholders.
• Gathering and analyzing customer feedback to inform program improvements and drive customer-centric solutions.
• Building and maintaining strong relationships with internal and external stakeholders to ensure successful program outcomes.

iM Qualified Because I have...

• A minimum of 7+ Years experience in technical operations or issue management in a SaaS environment.
• A passion for designing processes that scale, and digging into complex customer issues to create structure in ambiguous situations.
• Strong and empathetic listening skills, including an openness to feedback from other team members and departments.
• Excellent business communication, organizational and project management skills.
• Ability to build trust with key stakeholders to drive effective resolution.
• High level of resourcefulness to be able to independently seek out resolutions.
• Strong computer skills.
• A Bachelors Degree or equivalent experience.

Bonus Points Because I have...

• A working knowledge of iManage products.
• Knowledge of SaaS and DMS technologies.
• Project Management Certifications.

iM Getting To…

• Join a rapidly evolving, industry-leading SaaS company on an exciting journey of growth and scalability!
• Take on meaningful, high-impact challenges by leveraging cutting-edge technologies and best-in-class protocols to drive innovation.
• Own my career path with our internal development framework. Ask us more about this!
• Expand my skill set and earn certifications with unlimited access to LinkedIn Learning courses and interactive Microsoft courses & training.
• Be part of a supportive and experienced team within a dynamic, inclusive, and encouraging culture.
• Enjoy flexible work hours that empower me to balance personal time with professional commitments.
• Collaborate in a modern, open-plan workspace featuring a gaming area, free snacks and drinks, and regular social events.

iManage Is Supporting Me By...

• Creating an inclusive environment where I can help shape the culture not just by fitting in, but by adding to it.
• Providing a market competitive salary that is applied through a consistent process, equitable for all our employees, and regularly reviewed based on industry data.
• Rewarding me with an annual performance-based bonus.
• Offering comprehensive Health/Vision/Dental/Life Insurance, and a 401k Retirement Savings Plan with a company match up to 4%.
• Granting enhanced leave for expecting parents; 20 weeks 100% paid for primary leave, and 10 weeks 100% paid for secondary leave.
• Providing me with a flexible time off policy to take the time off that I need.
• Having multiple company wellness days each year to prioritize mental health and well-being.
• Providing access to RethinkCare, a global behavioral health platform that enhances personal well-being, strengthens professional resilience, and empowers parental success through expert-led training and resources.

The overall US annual base salary range for this position is $122,000–$188,000. Individual compensation for each candidate depends on factors such as qualifications, experience, and candidate location. This range does not include additional forms of compensation, such as bonuses, commission, or benefits. Your recruiter will provide further details about the offer range, incentives, and overall compensation during the hiring process.

iManage is committed to providing an excellent candidate experience and will never ask you to engage in recruitment activity via text and exclusively communicates from emails using the @imanage.com domain. If you have any concerns or questions about communications you have received, please send them to [e-mail] so our team members can review.

About iManage…

At iManage, we are dedicated to Making Knowledge Work. Our intelligent, cloud-enabled, and secure platform is trusted by 4,100+ customers and 430,000 users worldwide, managing over 11 billion documents and 11 petabytes of data. We empower professionals across 65+ countries to unlock the full potential of their business content and communications.

We are continuously innovating to solve the most complex professional challenges and enable better business outcomes; Our work is not always easy but it is ambitious and rewarding.

So we’re looking for people who embrace challenges. People who thrive on solving problems, pushing boundaries, and collaborating with the industry’s best and brightest. That’s the iManage way. It’s how we turn the impossible into reality, empower our employees to grow, unlock their potential, and create a meaningful impact on everything we do.

Whoever you are, whatever you do, however you work. Make it mean something at iManage.

iManage provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Learn more at: www.imanage.com

Please see our privacy statement for more information on how we handle your personal data: https://imanage.com/privacy-policy/

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