Senior Escalations Finance Program Lead (Remote)

United States Digital Space LLC; United States; Remote; USD 102,000 - 154,000; Full time

Job summary

the company is seeking a Senior Escalations Program Manager to own complex customer escalations and drive durable improvements. Approximately 70% of your time will be spent managing complex customer finance requests, coordinating cross-functional resources, leading executive-level communications, and driving rapid, high-quality resolution for high-severity customer issues.

The remaining 30% focuses on programs that eliminate root causes and scale processes.

Qualifications

• 4+ years of experience in Customer Success or related fields.
• Proven success leading cross-functional process-improvement programs.
• Structured problem-solving and data-driven decision making.
• Strong program and project management skills in time-sensitive contexts.
• Excellent written and verbal communication with executive updates.
• Bachelor’s degree in Business, Operations, Engineering, or related field, or equivalent experience.

Responsibilities

• Own priority customer escalations end to end, including triage, action planning, cross-functional coordination, risk management, and real-time status updates to customers and executive stakeholders.
• Serve as the single-threaded owner for complex escalations, creating structure and accountability across Sales, Finance, Support, Customer Success, Product, Engineering, and other partner teams.
• Deliver clear post-mortems and executive summaries; track resolution progress, commitments, and follow-up actions through closure.
• Analyze escalation themes and quantify business impact to identify and prioritize opportunities for process, product, and workflow improvement.
• Lead cross-functional programs to improve the customer experience – standardize escalation workflows, service-level expectations, tooling, reporting, and dashboards.
• Coach frontline teams on escalation prevention, de-escalation, customer communication, and effective use of escalation processes.
• Champion, role model, and embed the company’s cultural principles—Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, and Win as a Team—as we scale globally and across new offices.

Skills

Escalation management

Cross-functional coordination

Executive communication

Process improvement

Program management

Education

Bachelor’s degree or equivalent

Job description

the company is seeking a Senior Escalations Program Manager to own complex customer escalations and drive durable improvements. Approximately 70% of your time will be spent managing complex customer finance requests, coordinating cross-functional resources, leading executive-level communications, and driving rapid, high-quality resolution for high-severity customer issues.

The remaining 30% focuses on programs that eliminate root causes and scale processes.