Senior Incident & Escalations Lead

Outreach; Atlanta (GA); Hybrid; USD 95,000 - 145,000; Full time

Job summary

Outreach is seeking a Staff Technical Escalations Manager to own and scale critical incident management and the Red Account Program. You will coordinate with Product, Engineering, Success, and Support to ensure clear ownership, timelines, and communication across stakeholders, including executive-level reporting and post-mortem analysis.

You will lead incident response coordination, drive long-term risk mitigation, and participate in on-call or after-hours support for urgent incidents as needed.

Qualifications

• 7+ years of experience in technical escalation management, incident management, or a similar customer-facing function.
• Ability to translate complex technical detail for senior executives while engaging engineers and support teams to drive alignment, decisions, and accountability.
• Proven track record of managing complex customer escalations and large-scale incident responses with confidence and credibility across senior stakeholders and cross-functional teams.

Responsibilities

• Owning complex, high-impact, and executive-visible customer escalations from initial triage through full resolution.
• Strong strategic judgment in driving escalation and incident resolution, including identifying the right stakeholders and aligning cross-functional teams.
• Leading coordination with internal stakeholders to maintain alignment and resolve gaps in ownership, priority, communication, or decision-making.
• Maturing the global Incident Management Program and ensuring consistent response standards across severities.
• Running weekly Red Account and Incident Review meetings with clear next steps and accountable owners.
• Creating scalable processes to reduce repeat escalations and improve systemic resilience.
• Documenting executive summaries, post-incident reviews, and contributing to the Supportability backlog with clear owners and follow-through.
• Facilitating difficult conversations with clarity, keeping teams aligned on progress during ambiguity.

Skills

Technical escalation management

Incident management

Executive communication

Cross-functional collaboration

Process improvement

Stakeholder management

Job description

Outreach is seeking a Staff Technical Escalations Manager to own and scale critical incident management and the Red Account Program. You will coordinate with Product, Engineering, Success, and Support to ensure clear ownership, timelines, and communication across stakeholders, including executive-level reporting and post-mortem analysis.

You will lead incident response coordination, drive long-term risk mitigation, and participate in on-call or after-hours support for urgent incidents as needed.