Project Manager- Customer Escalation
About The Position
The Customer Escalation Project Manager manages major customer escalations for Electronic Access Control products operating in customer environments. The role oversees a portfolio of concurrent escalation efforts involving severe performance degradation, system instability, or loss of functionality. Escalations may require immediate coordination and remain active for weeks or months while permanent corrective actions are implemented. Serving as the central point of accountability from issue identification through resolution, the Project Manager coordinates cross-functional teams, establishes priorities, drives decisions, and oversees corrective actions to restore customer operations. In partnership with Technical Support, engineering, testing, field service, integration, and other customer-facing teams, the role oversees investigation, root cause analysis, validation, deployment, and recovery. The position maintains project plans, manages risks and dependencies, leads escalation reviews, and supports clear, timely communication with customers and stakeholders. The role reports to the Access and Egress Hardware (AEH) Program Management Office. It is an on-site position, with the posting specifying Monday through Friday at the New Haven, Connecticut office, and also listing New Haven or Berlin, Connecticut as possible locations. Occasional travel is required.
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 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 Jira, Confluence, Microsoft Project, Excel, and PowerPoint.
- Open to occasional travel and must possess, or be able to acquire, a valid passport.
Nice To Haves
- Project Management Professional (PMP) certification.
- Scaled Agile Framework (SAFe) certification.
Responsibilities
- Manage high-priority customer escalation response activities for Electronic Access Control products, from issue identification through resolution.
- Serve as the central point of accountability for customer escalation efforts.
- Coordinate cross-functional response teams, establish priorities, drive decision-making, and oversee corrective actions.
- Oversee investigation, root cause analysis, validation, deployment, and recovery activities with Technical Support, engineering, testing, field service, integration, and other customer-facing teams.
- Maintain project plans and manage risks and dependencies.
- Lead escalation reviews and support clear, timely communication with customers and stakeholders.
- Drive rapid execution in high-pressure situations to restore customer operations.
Benefits
- Annual bonus.
- Paid time off, including sick and vacation days.
- 13 paid holidays.
- Job-protected leave benefits in accordance with applicable law.
- Medical, dental, vision, and life insurance.
- Health and flexible savings accounts, subject to eligibility requirements.
- 401(k) plan with employer contributions and matching, subject to plan eligibility.
- Supplemental life insurance.
- Short-term and long-term disability benefits.
- Employee discounts.
- Training and development opportunities.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
