Senior Escalation Manager

Braze•Chicago, IL

50d•Hybrid

About The Position

At Braze, we have found our people. We're a genuinely approachable, exceptionally kind, and intensely passionate crew. We seek to ignite that passion by setting high standards, championing teamwork, and creating work-life harmony as we collectively navigate rapid growth on a global scale while striving for greater equity and opportunity - inside and outside our organization. To flourish here, you must be prepared to set a high bar for yourself and those around you. There is always a way to contribute: Acting with autonomy, having accountability and being open to new perspectives are essential to our continued success. Our deep curiosity to learn and our eagerness to share diverse passions with others gives us balance and injects a one-of-a-kind vibrancy into our culture. If you are driven to solve exhilarating challenges and have a bias toward action in the face of change, you will be empowered to make a real impact here, with a sharp and passionate team at your back. If Braze sounds like a place where you can thrive, we can't wait to meet you. WHAT YOU'LL DO Braze is at an inflection point in our maturity, with a key focus on Scalability, Observability, and Reliability. Reporting to the Senior Manager of Escalation Management Function in the Office of the CTO, you'll be at the forefront of managing critical customer escalations while also driving process improvements and program management initiatives. In this pivotal role, you'll directly handle complex escalations, ensuring swift resolution and maintaining high customer satisfaction. Simultaneously, you'll contribute to the strategic evolution of our Escalation Management function, helping Braze operate as a technology-first business. Your efforts will be crucial in developing and implementing robust processes, policies, and support systems that enable us to effectively manage growth, scale operations, and consistently deliver exceptional customer experiences.

Requirements

A skilled communicator able to effectively convey critical issue status (both verbally and written) to executive staff, go-to-market teams, and other stakeholders
Adept at translating complex technical problems into easily digestible terms for all audiences
A decisive leader capable of problem-solving and working effectively within cross-functional teams
Able to prioritize and execute tasks efficiently in a high-pressure environment
Experienced in responding to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
Technically proficient with specific tools for reporting, documentation, and observability (e.g. Jira, Confluence, Salesforce, Google Workspace)
Committed to operational excellence, using data-driven decision-making to minimize risk
Proficient in creating, interpreting, and utilizing data-driven reports to inform decision-making and drive process improvements
Possess a curiosity and willingness to continuously learn about our platform and how customers use it to achieve their business outcomes
Demonstrated ability to lead, make decisions, problem-solve, and work within cross-functional teams
Demonstrated ability to deliver clear, concise updates on critical issues to diverse audiences, including C-level executives and cross-functional teams
Strong technical background with a deep understanding of SaaS infrastructure, cloud technologies, and enterprise software ecosystems; familiarity with tools like Jira, Confluence, Salesforce, and observability platforms is a plus
Exceptional talent for translating technical complexities into actionable insights for both technical and non-technical stakeholders
Versatile team player with the ability to adapt quickly to different roles and responsibilities as escalations evolve, seamlessly transitioning between strategic and tactical contributions
Capable of effectively prioritizing and executing tasks in a high-pressure environment
Proven ability to respond to high-profile, high-impact customer/product escalations in a way that drives customer loyalty
High degree of operational excellence, with a focus on data-driven decision-making to minimize risk
10+ years of experience in escalation management, program management, operations, or technical support escalations

Responsibilities

Manage complex escalations, ensuring proper investigation, communication, and resolution throughout the escalation lifecycle
Lead cross-functional collaboration with technical experts, support teams, and executive leadership to ensure alignment in addressing escalated issues
Support and enhance the Escalation Management Function, problem management initiatives, and the executive customer escalation process
Develop and implement comprehensive action plans and solutions to address root causes, balancing cost, risk, and resource availability
Maintain and optimize escalation protocols and processes
Triage and prioritize escalations based on urgency and business impact
Translate complex technical information into clear business cases, impacts, and risks for stakeholders at all levels
Present and report on escalations, high-profile issues, and platform incidents to the management team and executives as needed
Drive continuous improvement in processes, service standards, and goals within the Escalation Management function
Analyze escalation performance metrics and quality trends, providing data-driven recommendations for improvements
Contribute to our blameless post-mortem process, and drive prioritization of action items related to process improvement, reliability, and resiliency
Coach and mentor team members on identifying and resolving early escalations

Benefits

Competitive compensation that may include equity
Retirement and Employee Stock Purchase Plans
Flexible paid time off
Comprehensive benefit plans covering medical, dental, vision, life, and disability
Family services that include fertility benefits and equal paid parental leave
Professional development supported by formal career pathing, learning platforms, and a yearly learning stipend
A curated in-office employee experience, designed to foster community, team connections, and innovation
Opportunities to give back to your community, including an annual company-wide Volunteer Week and donation matching
Employee Resource Groups that provide supportive communities within Braze
Collaborative, transparent, and fun culture recognized as a Great Place to Work®