Senior Hypercare & Escalation Lead (Hybrid)

Motorola Solutions; Westminster (CO); On-site; USD 70,000 - 75,000; Full time

Benefits offered by this job

Incentive Bonus Plans

Medical, Dental, Vision benefits

401K with Company Match

10 Paid Holidays

Generous Paid Time Off Packages

Employee Stock Purchase Plan

Paid Parental & Family Leave

and more!

Job summary

Motorola Solutions in Westminster, CO (remote-friendly) seeks an impact-driven professional to manage critical customer accounts throughout their recovery lifecycle, overseeing high-stakes relationships and coordinating across support, engineering, sales, and product management.

You will lead technical action planning, drive account recovery, maintain detailed records, and mentor teammates while scaling processes.

Qualifications

• Relationship Management experience handling high-stakes customer relationships and maintaining ownership of deliverables and milestones.
• Cross-Functional Collaboration expertise driving technical issue resolution across multiple internal departments.
• Platform Experience with tools such as Salesforce, Google Workspace, Jira, and Slack.

Responsibilities

• Account Ownership & Escalation Management: portfolio leadership to drive recovery lifecycles and primary point of contact for key customers.
• Reporting & Tracking: monitor escalations, establish information-sharing structures, and evaluate deployment readiness and product stability.
• Technical Action & Stakeholder Syncs: lead issue resolution based on customer feedback and facilitate recurring syncs with internal and external stakeholders.
• Process Improvement & Knowledge Sharing: mentor and delegate tasks to support agents while driving tooling enhancements.

Skills

Relationship management

Cross-functional collaboration

Project management

Technical account management

Education

High School Diploma

Tools

Salesforce

Google Workspace

Jira

Slack

Job description

Motorola Solutions in Westminster, CO (remote-friendly) seeks an impact-driven professional to manage critical customer accounts throughout their recovery lifecycle, overseeing high-stakes relationships and coordinating across support, engineering, sales, and product management.

You will lead technical action planning, drive account recovery, maintain detailed records, and mentor teammates while scaling processes.