Senior Escalation Manager - Incident Commander

Salesforce, Inc.; United States; Remote; USD 94,000 - 178,000; Full time

Benefits offered by this job

Time off programs

Medical insurance

Dental insurance

Vision insurance

Mental health support

Paid parental leave

Life and disability insurance

401(k)

Employee stock purchasing program

Job summary

Salesforce, Inc. is seeking an Escalation Manager to act as incident commander for critical customer issues, coordinating with Support, Engineering, CSIRT, and Sales to resolve Sev-1 incidents across clouds.

The role emphasizes operational urgency, executive communication, and cross-functional collaboration to deliver exceptional service. You will lead retrospectives, work on prevention initiatives, and build trusted partnerships while balancing autonomy and collaboration in fast-paced

Qualifications

• Experience leading critical incidents with urgency and clarity.
• Strong written and verbal communication tailored for executives and engineers.
• Ability to coordinate cross-functional teams and drive results.

Responsibilities

• Own critical issues and Sev-1s across clouds, driving resolution with relevant teams.
• Represent Salesforce on customer bridges and manage expectations.
• Deliver operational reports with qualitative and quantitative analysis.

Skills

Incident command

Executive communication

Collaboration and influence

Project management

Ownership

Service mindset

Education

Degree or equivalent practical experience

Job description

Salesforce, Inc. is seeking an Escalation Manager to act as incident commander for critical customer issues, coordinating with Support, Engineering, CSIRT, and Sales to resolve Sev-1 incidents across clouds.

The role emphasizes operational urgency, executive communication, and cross-functional collaboration to deliver exceptional service. You will lead retrospectives, work on prevention initiatives, and build trusted partnerships while balancing autonomy and collaboration in fast-paced