Director, Escalation Management

THE ROLE

As the Global Director of Escalation Management, you will define and lead the worldwide strategy for transforming our most complex, business-critical customer crises into moments of enduring trust and long-term partnership. Operating as a pivotal leader within the Customer Experience (CX) organization, you will champion a global team of Escalation and Duty Managers to drive rapid, decisive resolutions across the Everpure Platform. You will act as the ultimate point of cross-functional accountability—bridging Technical Services, Escalation Engineering, and Executive Leadership to modernize our response framework through predictive analytics and automation. This is a high-visibility, high-impact role designed for a strategic orchestrator ready to protect global fleet health and champion the customer voice at the highest levels of engineering priority.

WHAT YOU'LL DO

• Architect Worldwide Crisis Strategy: Design, execute, and continuously modernize a world-class global escalation framework, enforcing strict Service Level Objectives for 24/7/365 coverage while pioneering predictive analytics to preemptively mitigate customer friction.
• Lead Fleet-Wide Risk Mitigation: Leverage complex support signals and system telemetry to proactively identify emerging vulnerabilities across the global install base, establishing a rigorous defect severity model linked directly to revenue impact and security risk.
• Orchestrate High-Impact Engineering Priority: Act as the single threaded technical bridge into Engineering and Product forums, leading systemic reviews to ensure product defects causing repetitive escalations are prioritized for long-term resolution.
• Direct Executive and High-Stakes Communication: Deliver real-time, high-stakes communication during visible, high-pressure events, translating technical complexities into transparent, clear business impact and actionable roadmaps for internal executives and Fortune 500 stakeholders.
• Cultivate Global Operational Excellence: Mentor and scale a highly collaborative, distributed global team of crisis management professionals, championing an organization-wide culture of urgency, empathy, and decisive technical execution.

WHAT YOU BRING

• Experience: A critical component of this experience is at least five (10) years spent in a dedicated leadership or management role, specifically focused on handling and resolving high-pressure, critical customer escalations. Candidates must also possess a minimum of (5) years of progressive experience within Escalation Management, Customer Success, Technical Support, or Professional Services domains. 
• Global Crisis & Escalation Mastery: Profound technical leadership experience navigating high-pressure enterprise environments (such as technical support, customer success, or professional services), with a proven track record of managing global teams through major system incidents or service-impacting events.
• Executive Presence & Strategic Influence: Exceptional ability to maintain composure under intense pressure, with the gravitas to de-escalate complex customer crises and the cross-functional influence needed to align senior internal directors across Engineering, Sales, and Product Management.
• Advanced Infrastructure & Data Rigor: Comprehensive grasp of modern enterprise infrastructure—including cloud services, SaaS environments, and complex storage networks—combined with proficiency in using data visualization tools to transform operational data into actionable service-improvement insights.
• Flawless Multi-Stakeholder Communication: Exceptional verbal and written communication skills, with a demonstrated ability to synthesize highly technical concepts into precise, persuasive business logic for both deep engineering teams and non-technical customer executives.

On-Site Collaboration: We are primarily an in-office environment and therefore, you will be expected to work from the Lehi, Utah or Raleigh, North Carolina office in compliance with Everpure’s policies, unless you are on PTO, or work travel, or other approved leave.

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