Senior Escalation Lead - Healthcare Tech (Remote)

Baxter International; Raleigh (NC); Remote; USD 96,000 - 132,000; Full time

Benefits offered by this job

Health benefits

401k with match

Employee stock purchase program

Paid time off

Job summary

Baxter International is seeking a Senior Critical Account Lead to manage high‑severity customer escalations within the Care Communications Solutions business. You will coordinate across Technical Support, Product Management, R&D, Customer Success, Sales, and leadership to drive resolution and strengthen healthcare customer relationships.

The role emphasizes building a new function, delivering executive updates, and shaping best practices for escalation management in a remote-friendly environment.

Qualifications

• Bachelor's degree in Healthcare, IT, Business, Engineering or a related field.
• 8+ years in technical support, escalation management or related customer-facing roles.
• Experience managing high-severity issues across multiple teams/products.

Responsibilities

• Own critical customer escalations from intake through stabilization.
• Triage escalations, assess severity, determine engagement plans.
• Lead cross-functional resolution teams across Support, Product, R&D, Customer Success, Sales.
• Coordinate complex issues spanning multiple products or units.
• Deliver executive‑level status updates to internal and customer leadership.
• Maintain escalation records and status reporting.
• Conduct post-incident reviews and document root causes for improvements.
• Support development of escalation criteria and scalable processes.

Skills

Escalation management

Cross-functional leadership

Healthcare IT knowledge

HL7 integrations

Program management tools

Education

Bachelor's degree in Healthcare/IT/Engineering/Business

Tools

ServiceNow

Salesforce

Smartsheet

Microsoft Project

Job description

Baxter International is seeking a Senior Critical Account Lead to manage high‑severity customer escalations within the Care Communications Solutions business. You will coordinate across Technical Support, Product Management, R&D, Customer Success, Sales, and leadership to drive resolution and strengthen healthcare customer relationships.

The role emphasizes building a new function, delivering executive updates, and shaping best practices for escalation management in a remote-friendly environment.