Senior Incident Escalations Manager

Symbotic LLC; United States; Remote; USD 104,000 - 153,000; Full time

Job summary

Symbotic is seeking an Escalation Manager to lead customer-facing escalation management during high-impact incidents. You will serve as the primary interface between customers and internal response teams, ensuring timely updates while technical teams diagnose and recover.

The role requires 8+ years supporting enterprise customers during critical outages, strong incident management background, and excellent communication to keep stakeholders informed and confident.

Qualifications

• Bachelor's degree or equivalent required.
• 8+ years supporting enterprise customers during critical incidents or outages.
• Background in incident management, SRE, technical operations, or technical account management.
• Strong understanding of escalation frameworks and cross-functional coordination.
• Proven experience managing customer-facing escalations and translating technical updates clearly.
• Excellent communication skills with the ability to stay calm and credible under pressure.
• Strong stakeholder management and ability to remove blockers to drive resolution.

Responsibilities

• Serve as the primary point of contact for customers during escalated incidents.
• Deliver clear, structured, and confidence-building updates tailored to customer audiences.
• Manage customer expectations around timelines, impact, and next steps.
• Field inbound customer questions and requests to prevent disruption of technical response efforts.
• Maintain professional presence during high-pressure customer interactions.
• Ensure the appropriate internal teams are engaged and unblocked throughout the incident lifecycle.
• Identify and remove blockers affecting response teams.
• Drive escalation paths when progress stalls or additional authority is required.
• Coordinate vendors, site teams, and internal stakeholders as needed.
• Maintain situational awareness across parallel workstreams.
• Ensure decisions, risks, and dependencies are clearly communicated.
• Guide the incident through escalation and response processes.
• Support post-incident reviews with a focus on escalation effectiveness and communication quality.
• Help refine customer communication playbooks and escalation protocols.

Skills

Incident management

Cross-functional coordination

Customer-facing communication

Escalation frameworks

Stakeholder management

Education

Bachelor's degree or equivalent

Job description

Symbotic is seeking an Escalation Manager to lead customer-facing escalation management during high-impact incidents. You will serve as the primary interface between customers and internal response teams, ensuring timely updates while technical teams diagnose and recover.

The role requires 8+ years supporting enterprise customers during critical outages, strong incident management background, and excellent communication to keep stakeholders informed and confident.