Senior Escalation Manager

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.
Key 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

WHO YOU ARE

• 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

Qualifications: 

• 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

For candidates based in the United States, the pay range for this position at the start of employment is expected to be between $117,400.00 and $143,500.00/year with an expected On Target Earnings (OTE) between $130,400.00 and $159.400,00/year (including bonus or commission). Your exact offer may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. In addition to cash compensation, Braze offers full- and part- time employees a comprehensive Total Rewards package that includes equity grants of restricted stock (RSUs) so that all Braze employees own a piece of our company.