Global Escalation Manager

4 days ago

Melbourne, Victoria, Australia beBeeEscalation Full time
Job Description

We're a global software provider that helps deliver critical services for citizens worldwide. Our solutions are used by over 5,000 public bodies across the globe to provide essential services to more than 100 million citizens.

Our goal is to become a leader in GovTech, supporting the needs of citizens and those who serve them every day. We're at a pivotal point in our journey to achieve this aspiration.

As a passionate team, we're committed to helping people make a real difference in their communities. If you share our passion for using technology to improve outcomes for citizens and public sector organizations, then you'll find this role exciting.

Key Responsibilities:
  • Manage critical customer escalations from start to finish, ensuring transparency and positive outcomes.
  • Work closely with senior leadership and cross-functional teams to coordinate timely and effective solutions.
  • Conduct post-escalation reviews to identify root causes and areas for improvement.
Requirements:
  • Programme or project management experience in complex environments.
  • A track record of working across multiple functions in software or SaaS.
  • Strong communication and negotiation skills, with experience engaging senior stakeholders.
  • The ability to balance strategic thinking with hands-on problem-solving.
  • Resilience and composure to lead through high-pressure situations.
Why You'll Love Working with Us

We prioritize our employees' well-being and offer a supportive environment where everyone can thrive. Here's what you can expect:

  • An inclusive workplace that values diversity and promotes equal opportunities.
  • Opportunities for growth and development, enabling you to reach your full potential.
  • A culture of giving back, with benefits like volunteer leave to support your chosen charity.
  • Flexible work arrangements, allowing you to balance your work and personal life effectively.

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