Sr Escalation Manager

OneTrust•Chicago, GA

5d•Hybrid

About The Position

As a Sr Customer Escalations Manager at OneTrust, you will lead the resolution of complex, high-priority customer issues. You will serve as a trusted point of contact for customers during challenging situations, coordinate cross-functional teams, and ensure issues are resolved quickly, clearly, and thoughtfully. Your work will help strengthen customer trust, improve satisfaction, reduce recurring issues, and support long-term retention. You will own escalations from initial response through resolution and follow-up, partnering with teams across Support, Engineering, Product, Customer Success, and other functions. You will maintain clear communication with customers and internal stakeholders, coordinate root-cause analysis, share resolution and prevention details, and proactively monitor high-priority accounts for emerging risks. You will also maintain escalation records and recommend improvements to reduce future escalations. Success is measured by timely resolutions with minimal business impact, transparent customer communications and strong satisfaction, completion of root-cause analyses within agreed expectations, fewer recurring issues, accurate and actionable documentation, and stronger customer confidence, retention, and relationships. OneTrust is embracing an office-first culture, encouraging three days per week in the office for most roles. Specific requirements or flexibility may vary by role. The annual base pay range for candidates based in California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington is $71,250–$95,000 USD. Pay depends on factors including location, skills, experience, and relevant education or training. The role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.

Requirements

5–7 years of experience in customer support, customer success, incident management, or a related customer-facing function.
Experience managing complex or high-priority customer issues in a fast-paced environment.
Strong analytical and problem-solving skills, including identifying root causes and driving lasting solutions.
Ability to lead through influence and coordinate work across technical and non-technical teams.
Excellent written, verbal, presentation, and negotiation skills.
Customer-first mindset, empathy, and ability to build trust during high-pressure situations.
Strong judgment, composure, adaptability, and prioritization skills.
Proactive approach to identifying risks, anticipating challenges, and improving processes.
Strong organization and time-management skills, with the ability to manage multiple priorities independently.
Commitment to leading with OneTrust values.

Nice To Haves

Knowledge of the trust, privacy, security, or compliance technology industry.
ITIL V4 Foundation certification.
Relevant certifications such as IAPP, PMP, or CCSM.
Experience with Salesforce, Jira, and Microsoft Office.
Fluency in more than one language.

Responsibilities

Own end-to-end management of customer escalations, from initial response through resolution and follow-up.
Partner with Support, Engineering, Product, Customer Success, and other teams to investigate issues and coordinate timely resolutions.
Maintain clear, consistent communication with customers and internal stakeholders throughout the escalation process.
Translate complex technical information into clear updates for technical and non-technical stakeholders.
Coordinate root-cause analysis and communicate what happened, how the issue was resolved, and how similar issues will be prevented.
Lead customer follow-up conversations to review resolutions and preventive actions.
Proactively monitor high-priority customer accounts to identify and address potential issues before they escalate.
Manage multiple escalations while aligning priorities, timelines, and stakeholders.
Maintain accurate escalation records, known-defect information, workarounds, and lessons learned.
Identify trends and recommend process, product, or service improvements that reduce future escalations.