Escalation Manager III- Eng

UKG • Lowell, MA

1d

About The Position

The Escalation Manager is responsible for providing customer escalation management support to Customer Experience teams and Sr Engineering Leadership. The Escalation Manager will act as a liaison and coordinate internal efforts to help obtain issue resolution for reported escalated issues that have a significant impact on our customer’s business.

Requirements

• Ability to handle highly escalated customer situations and assess their business impact
• Able to break down complex, technical processes into simple, logical steps
• Knowledge of working with developers and software engineers
• Work under time constraints
• Previous experience engaging and working with cross-functional enterprise level software development projects
• Previous experience as a software engineer, debugging, designing and developing web-based business applications
• Strong verbal and written communication – must be comfortable working directly with SMEs (Subject Matter Experts)
• Capable of working on multiple projects while maintaining close attention to detail
• Excellent analytical, organizational and project management skills
• Effective problem-solving and strong interpersonal skills with positive, ‘can do’ attitude
• Self-Motivating, dedicated, with a strong sense of accountability
• Excellent ability to handle multiple tasks under tight deadlines

Nice To Haves

• Working knowledge of Human Resources and Payroll Systems
• Working knowledge of JIRA
• Working knowledge of Salesforce
• Working knowledge of Microsoft Office applications including PowerBI

Responsibilities

• Partner with Customer Experience teams to understand business impact
• Collaborate cross organizationally with leadership to obtain clear ownership, traction, and prioritization for escalated customer issues
• Communicate to key leadership stakeholders the current status, actions taken and next steps
• Ensure customer engagements have met the desired goals and outcomes before disengaging
• Review weekly, monthly and quarterly reporting and assess impact proactively to Engineering Escalation Management

Benefits

• flexibility that’s real
• benefits you can count on
• team that succeeds together
• performance-based bonus plan
• restricted stock unit awards

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: No Education Listed