Effective Crisis Manager

4 days ago

Melbourne, Victoria, Australia beBeeCrisisManagement Full time $120,000 - $180,000
Critical Escalation Management Role

As a key member of our team, you will be responsible for leading critical customer escalations and guiding teams through complex situations.

  • Manage the resolution of critical customer situations from initiation to closure
  • Serve as the primary point of contact for critical customers, ensuring clear communication
  • Collaborate with cross-functional teams to deliver timely and effective solutions

This role plays a pivotal part in restoring trust, driving resolution, and preventing future escalations.



Key Qualifications and Skills

To succeed in this role, you will need:

  • Experience in programme or project management within complex environments
  • A track record of working across multiple functions in software or SaaS
  • Strong communication and negotiation skills, with experience engaging senior stakeholders
  • Ability to balance strategic thinking with hands-on problem-solving
  • Resilience and composure to lead through high-pressure situations
  • Excellent organisational skills and the ability to prioritise effectively
  • Strong analytical skills to identify root causes and drive improvements
  • A collaborative style with the ability to influence without direct authority
  • Customer-first mindset with the confidence to act as a trusted advocate
  • Ability to lead cross-functional collaboration and influence outcomes


Benefits and Expectations

In this role, you can expect:

To work closely with senior leadership and cross-functional teams to manage critical customer situations from start to finish

Shape best practices and tools to strengthen our escalation response capability across the business

Enjoy excellent opportunities for growth and development

Contribute to creating a positive impact on citizens and public sector organisations



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