Project Manager 6
About The Position
The Global Planning & Operations Escalation Manager is responsible for leading end-to‑end management of high‑severity incidents, chronic issues, and escalated customer or stakeholder concerns across the organization. This role ensures cross functional team formation, rapid containment, thorough root‑cause analysis, cross‑functional alignment, and implementation of long‑term corrective actions that improve operational stability and customer experience. The position partners closely with Global Planning & Operations teams, Supply Chain, Manufacturing, Customer Operations, Product Groups and senior leadership to minimize business impact and prevent recurrence of systemic issues.
Requirements
- Bachelor’s degree in Supply Chain, Operations Management, Business, Engineering, or related field with 15+ years of experience; or Master’s degree with 12+ years’ experience; or equivalent experience.
- 10+ years of experience in technical support, operations, incident management, supply chain operations, or similar roles.
- Strong analytical and problem solving skills with the ability to rapidly understand complex systems and processes.
- Exceptional communication skills, including executive level reporting, stakeholder management, and customer facing interactions.
Responsibilities
- Serve as single point accountability for critical escalations business/customer critical escalations, ensuring timely, transparent communication and resolution.
- Assess escalation across technical, operational and commercial dimensions to balance priority across the team.
- Accurately document incidents, containment, root cause, and decisions.
- Rapid Problem Framing (Signal>Noise): taking fragmented inputs and quickly framing the problem, blocking issue/decision, and business impact.
- Drive structured Root Cause Analysis (RCA) using industry standard methodologies (e.g., 8D, PS&DM, Five Whys, Fishbone).
- Provide clear, concise, and executive ready updates during live escalations and throughout incident resolution cycles.
- Develop metrics, dashboards, and reporting mechanisms to track incident trends, performance, and improvement progress.
Benefits
- Comprehensive set of outstanding benefits
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What This Job Offers
Job Type
Full-time
Career Level
Senior
