Senior Escalation Program Manager – Product & Engineering

Illumio; Sunnyvale (CA); On-site; USD 140,000 - 190,000; Full time

Job summary

Illumio is seeking a Senior Escalation Manager in Sunnyvale, CA to own end-to-end customer escalations across Product, Engineering, Cloud Operations, and Security. You’ll drive post-incident governance, RCA tracking, and corrective actions with executive visibility and stakeholder alignment.

The role requires 7+ years in escalation-related roles, strong communication skills, and the ability to coordinate across multiple teams in a fast-paced environment.

Qualifications

• 7+ years in Technical Support, Escalation Management, Technical Account Management, Incident Management or related fields.
• Experience managing enterprise customer escalations across SaaS/cloud environments.
• Strong understanding of SaaS products, cloud platforms, and enterprise software environments.

Responsibilities

• Own the Escalation Lifecycle: central coordinator for all escalations entering Product & Engineering.
• Drive Cross-Functional Resolution: lead cross-functional meetings and align mitigation plans.
• Manage Executive and Customer Escalations: provide structured executive updates and timely communications.
• Own RCA and Corrective Action Governance: manage RCA programs and corrective actions to closure.
• Build Operational Excellence: develop escalation metrics, dashboards, and governance.

Skills

Technical Support

Escalation Management

Technical Account Management

Incident Management

Customer Success Engineering

Technical Program Management

Enterprise Escalations

SaaS & Cloud Platforms

Cross-functional Coordination

Executive Communication

RCA Programs

Organizational & Analytical Skills

Fast-paced Environments

Product & Engineering Collaboration

Tools

Jira

Salesforce

ServiceNow

PagerDuty

Zendesk

Job description

Illumio is seeking a Senior Escalation Manager in Sunnyvale, CA to own end-to-end customer escalations across Product, Engineering, Cloud Operations, and Security. You’ll drive post-incident governance, RCA tracking, and corrective actions with executive visibility and stakeholder alignment.

The role requires 7+ years in escalation-related roles, strong communication skills, and the ability to coordinate across multiple teams in a fast-paced environment.