Director, Escalation Management

Pure Storage•Raleigh, UT

1d•Onsite

About The Position

As the Global Director of Escalation Management, you will define and lead the worldwide strategy for transforming our most complex, business-critical customer crises into moments of enduring trust and long-term partnership. Operating as a pivotal leader within the Customer Experience (CX) organization, you will champion a global team of Escalation and Duty Managers to drive rapid, decisive resolutions across the Everpure Platform. You will act as the ultimate point of cross-functional accountability—bridging Technical Services, Escalation Engineering, and Executive Leadership to modernize our response framework through predictive analytics and automation. This is a high-visibility, high-impact role designed for a strategic orchestrator ready to protect global fleet health and champion the customer voice at the highest levels of engineering priority.

Requirements

At least ten (10) years spent in a dedicated leadership or management role, specifically focused on handling and resolving high-pressure, critical customer escalations.
A minimum of five (5) years of progressive experience within Escalation Management, Customer Success, Technical Support, or Professional Services domains.
Profound technical leadership experience navigating high-pressure enterprise environments (such as technical support, customer success, or professional services), with a proven track record of managing global teams through major system incidents or service-impacting events.
Exceptional ability to maintain composure under intense pressure, with the gravitas to de-escalate complex customer crises and the cross-functional influence needed to align senior internal directors across Engineering, Sales, and Product Management.
Comprehensive grasp of modern enterprise infrastructure—including cloud services, SaaS environments, and complex storage networks—combined with proficiency in using data visualization tools to transform operational data into actionable service-improvement insights.
Exceptional verbal and written communication skills, with a demonstrated ability to synthesize highly technical concepts into precise, persuasive business logic for both deep engineering teams and non-technical customer executives.

Responsibilities

Design, execute, and continuously modernize a world-class global escalation framework, enforcing strict Service Level Objectives for 24/7/365 coverage while pioneering predictive analytics to preemptively mitigate customer friction.
Leverage complex support signals and system telemetry to proactively identify emerging vulnerabilities across the global install base, establishing a rigorous defect severity model linked directly to revenue impact and security risk.
Act as the single threaded technical bridge into Engineering and Product forums, leading systemic reviews to ensure product defects causing repetitive escalations are prioritized for long-term resolution.
Deliver real-time, high-stakes communication during visible, high-pressure events, translating technical complexities into transparent, clear business impact and actionable roadmaps for internal executives and Fortune 500 stakeholders.
Mentor and scale a highly collaborative, distributed global team of crisis management professionals, championing an organization-wide culture of urgency, empathy, and decisive technical execution.