Sr Escalation Manager Customer Experience San Francisco, California Learn More & Apply

OneTrust, LLC; San Francisco (CA); Presencial; USD 140.000 - 200.000; Jornada completa

Descripción de la vacante

OneTrust, LLC in San Francisco, CA, is seeking a Senior Customer Escalations Manager to lead resolution of complex, high-priority issues. You will be the trusted point of contact for customers during challenging situations and will coordinate cross-functional teams to drive timely, clear, and thoughtful outcomes.

You will own escalations end-to-end, partner with Support, Engineering, Product, and Customer Success, translate technical details for varied audiences, perform root-cause analyses, and

Formación

• 5–7 years in customer support, success, incident management, or related customer-facing function.
• Experience handling complex/high-priority issues in fast-paced environments.
• Strong analytical and problem-solving abilities to identify root causes.
• Proven ability to lead through influence across technical and non-technical teams.

Responsabilidades

• Own end-to-end management of customer escalations from response to resolution.
• Collaborate with Support, Engineering, Product, and Success teams for timely solutions.
• Maintain clear communication with customers and stakeholders during escalations.
• Translate complex technical info into clear updates for varied audiences.
• Lead root-cause analyses and communicate preventive actions.
• Conduct follow-up conversations to review resolutions and actions.
• Monitor high-priority accounts to prevent escalations.
• Manage multiple escalations with aligned priorities and timelines.
• Maintain escalation records, defect info, workarounds, and lessons learned.
• Identify trends and suggest product/process improvements to reduce escalations.

Conocimientos

Escalation management

Cross-functional leadership

Root-cause analysis

Strong communication

Stakeholder coordination

Problem solving

Time management

Customer-first mindset

Presentation skills

Negotiation skills

Educación

ITIL V4 Foundation

IAPP Certification

PMP Certification

CCSM Certification

Herramientas

Salesforce

Jira

Microsoft Office

Descripción del empleo

The speed of AI adoption is exposing the next governance gap

San Francisco, California | Customer Experience

Sr Customer Escalations Manager

About the role

As a Sr Customer Escalations Manager, you will lead the resolution of complex, high-priority customer issues. You’ll serve as a trusted point of contact for customers during challenging situations, coordinate cross-functional teams, and ensure issues are resolved quickly, clearly, and thoughtfully. Your work will help strengthen customer trust, improve satisfaction, reduce recurring issues, and support long-term retention.

What you’ll do

• Own the end-to-end management of customer escalations, from initial response through resolution and follow-up.
• Partner with Support, Engineering, Product, Customer Success, and other teams to investigate issues and coordinate timely resolutions.
• Maintain clear, consistent communication with customers and internal stakeholders throughout the escalation process.
• Translate complex technical information into clear, audience-appropriate updates for both technical and non-technical stakeholders.
• Coordinate root-cause analysis and communicate what happened, how the issue was resolved, and how similar issues will be prevented.
• Lead follow-up conversations with customers to review resolutions and preventive actions.
• Monitor high-priority customer accounts proactively to identify and address potential issues before they escalated.
• Manage multiple escalations at once while keeping priorities, timelines, and stakeholders aligned.
• Maintain accurate escalation records, known-defect information, workarounds, and lessons learned.
• Identify trends and recommend process, product, or service improvements that reduce future escalations.

What you’ll bring

• 5–7 years of experience in customer support, customer success, incident management, or a related customer-facing function.
• Experience managing complex or high-priority customer issues in a fast-paced environment.
• Strong analytical and problem-solving skills, including the ability to identify root causes and drive lasting solutions.
• Demonstrated ability to lead through influence and coordinate work across technical and non-technical teams.
• Excellent written, verbal, presentation, and negotiation skills.
• A customer-first mindset, with empathy and the ability to build trust during high-pressure situations.
• Strong judgment, composure, adaptability, and prioritization skills.
• A proactive approach to identifying risks, anticipating challenges, and improving processes.
• Strong organization and time-management skills, with the ability to manage multiple priorities independently.
• Commitment to leading with OneTrust values.

Extra impressive

• Knowledge of the trust, privacy, security, or compliance technology industry.
• ITIL V4 Foundation certification.
• Relevant certifications such as IAPP, PMP, or CCSM.
• Experience with tools such as Salesforce, Jira, and Microsoft Office.
• Fluency in more than one language.

How success will be measured

• Escalated issues are resolved within agreed timelines and with minimal business impact.
• Customers receive timely, transparent communication and report strong satisfaction after resolution.
• Root-cause analyses are completed and shared within agreed service-level expectations.
• Recurring issues and repeat escalations decrease over time.
• Escalation documentation, resolutions, and lessons learned are accurate and actionable.
• Customer confidence, retention, and long-term relationships are strengthened.