Project Manager- Customer Escalation

ASSA ABLOY • New Haven, CT

1d • Onsite

About The Position

This position will provide an opportunity to demonstrate your leadership ability, build strong relationships across technical and field-facing teams, and contribute directly to customer satisfaction and loyalty. ASSA ABLOY is the worldwide leader in access solutions. As a Customer Escalation Project Manager, you will manage major customer escalations, including both incident response activities and corrective-action projects for Electronic Access Control products operating in customer environments. You will oversee a portfolio of concurrent escalation efforts addressing severe performance degradation, system instability, or loss of functionality. While these incidents require immediate response and coordination, many may remain active for weeks or months until permanent corrective actions are fully implemented.

Requirements

• Bachelor's Degree in Computer Science, Engineering or a related technical discipline with exposure to software, firmware, systems, or electronic products.
• 3-5 years of progressive experience in engineering, technical support, project management, customer escalation management, or related technical disciplines.
• Ability to lead cross-functional teams, assign actions, establish priorities, resolve obstacles, and escalate risks without direct management authority.
• Strong communication skills, including the ability to effectively engage technical and business stakeholders and translate technical issues into business impacts, risks, and required decisions.
• Ability to remain calm, reassuring, and resolution-focused during high-pressure situations.
• Proficiency with project management and collaboration tools, including Jira, Confluence, Microsoft Project, Excel, and PowerPoint.
• Must be open to occasional travel and possess, or be able to acquire, a valid passport.

Nice To Haves

• Project Management Professional (PMP) and Scaled Agile Framework (SAFe) certifications are a plus.

Responsibilities

• Manage high-priority customer escalation response activities for Electronic Access Control products, serving as the central point of accountability from issue identification through resolution.
• Coordinate the response of cross-functional teams, establish priorities, drive decision-making, and oversee the corrective actions needed to restore customer operations as quickly as possible.
• Oversee investigation, root cause analysis, validation, deployment, and recovery activities in partnership with Technical Support, engineering, testing, field service, integration, and other customer-facing teams.
• Maintain project plans, manage risks and dependencies, lead escalation reviews, and support clear, timely communication with customers and stakeholders while ensuring rapid execution in high-pressure situations.

Benefits

• Annual Bonus.
• Continuous professional development opportunities and an environment that fosters internal growth and mobility.
• Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k.
• Generous holiday schedule and paid time off to refresh and recharge.
• Employee pricing on our products and discount programs for travel, entertainment, and more!

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level