Manager of Escalation Management (SaaS)

TL;DR

Manager of Escalation Management (SaaS): Leading a global team responsible for resolving high-impact customer escalations in a 24/7 environment with an accent on operational excellence, data-driven decision-making, and cross-functional collaboration. Focus on building scalable processes, managing complex technical incidents, and delivering executive-level communication to ensure customer success.

Location: Must be based in the United States

Salary: $112,000 – $147,000

Company

Snowflake is a cloud-based data platform provider powering the era of the agentic enterprise through AI-native solutions.

What you will do

• Lead, hire, and develop a global team of Escalation Managers to provide 24/7 support.
• Manage high-impact escalations and incidents, dedicating at least 30% of time to direct engagement.
• Drive operational quality through case reviews, metrics analysis, and process improvements.
• Foster strong relationships across product, engineering, and customer-facing teams.
• Deliver root cause analysis (RCA) and updates to internal and external stakeholders, including C-level executives.
• Implement automation and scalable processes to support organizational growth.

Requirements

• Must be based in the United States
• B.S. or M.S. degree in CS, MIS, or equivalent discipline.
• 6+ years of technical support and service management experience, including 2+ years in a supervisory role.
• 3+ years of experience in a customer-facing role managing escalations or incidents.
• Proven experience managing Enterprise support in a complex, web-based technology environment.
• Strong analytical, communication, and negotiation skills with the ability to present to senior leadership.

Culture & Benefits

• Commitment to a customer-first mindset and high ethical standards.
• Collaborative environment focused on innovation and challenging ordinary thinking.
• Opportunities to influence business processes and technology transformation.
• Emphasis on teamwork, accountability, and continuous improvement.