Staff Escalation Manager

The role

The Staff Escalation Manager reviews escalation nominations and assesses their viability. They manage medium to high complexity cases and use data and AI tools to drive action and root-cause analysis.

What you will do

• Work on non-routine problems without established solutions
• Work independently with almost no supervision on day-to-day operations
• Prioritize tasks to manage escalation queue effectively
• Serve as a mentor to junior staff on escalation practices
• Optimize AI-assisted workflows for escalation management
• Own medium to high complexity cases and account escalations
• Define strategies for addressing highly complex escalations
• Leverage data from escalation models to drive and influence action
• Use AI tools to aggregate data and accelerate root-cause analysis
• Lead escalations for highly visible customers

Required qualifications

• Ability to work independently to define strategies for highly complex escalations
• Ability to prioritize and manage multiple highly visible escalations
• Ability to drive internal team alignment
• Ability to drive consensus from internal resources
• Ability to navigate teams using appropriate channels to create action plans
• Ability to influence resources across cross-functional teams
• Ability to take a big-picture approach to determine root cause
• Ability to create, polish, and send customer-facing post-mortems/RCAs
• Ability to demonstrate strong escalation management practices
• Ability to present the Global Escalation program, process, and principles
• Ability to participate in the hiring process as a key interviewer

About the company

Snowflake is powering the era of the agentic enterprise. The company seeks AI-native thinkers to redefine the future of how work gets done.