Sr Escalation Manager
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 strengthen customer trust, improve satisfaction, reduce recurring issues, and support long-term retention. OneTrust’s mission is to enable innovation through the responsible use of data and AI. Its AI-Ready Governance Platform™ unifies regulatory intelligence, automation, and connected governance workflows to help organizations maintain good governance while innovating with data and AI. OneTrust is trusted by thousands of organizations worldwide. The company embraces an office-first culture and encourages employees in most roles to work in the office three days a week. Specific requirements or flexibility may depend on the role. The role may also be eligible for discretionary bonuses, equity, and/or commissions, in addition to benefits. The listed annual base pay range applies to candidates based in California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington; individual pay depends on factors such as location, skills, experience, and education or training.
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 the ability to identify root causes and drive 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 tools such as 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 appropriate 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 keeping priorities, timelines, and stakeholders aligned.
- Maintain accurate escalation records, known-defect information, workarounds, and lessons learned.
- Identify trends and recommend process, product, or service improvements to reduce future escalations.
Benefits
- Comprehensive healthcare coverage.
- Flexible PTO.
- Equity RSUs.
- Annual performance bonus opportunities.
- Retirement account support.
- 14+ weeks of paid parental leave.
- Career development opportunities.
- Company-paid privacy certification exam fees.
- Discretionary bonuses, equity, and/or commissions may be available for the role.
- Specific benefits differ by country.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
No Education Listed
