Critical Escalation Manager

2 days ago

Melbourne, Victoria, Australia beBeeEscalation Full time $95,000 - $125,000

We're dedicated to delivering critical services for citizens. Our software supports the needs of citizens and public sector organisations.

Job Description

Critical Escalation Leadership

You'll lead complex customer situations, guide teams through critical circumstances and shape best practices to strengthen our escalation response capability.

Management & Resolution of Critical Escalations

  • Lead resolution of critical customer situations from initiation to closure.
  • Act as primary contact for critical customers, ensuring clear communication and transparency.
  • Coordinate cross-functional teams to deliver timely and effective solutions.

Process Improvement & Risk Mitigation Strategies

  • Develop and refine escalation management processes to drive efficiency.
  • Advocate for customer needs in product and engineering discussions.
  • Implement proactive strategies to reduce future escalations and enhance customer satisfaction.

Customer & Stakeholder Engagement

  • Provide regular, transparent updates to internal and external stakeholders.
  • Partner with Customer Success and Support teams to enhance engagement and collaboration.

Leadership & Cross-Functional Collaboration

  • Influence teams across the business to align on resolution strategies and customer-centric approaches.
  • Foster a customer-first mindset with confidence to act as a trusted advocate and leader.

Requirements

  • Proven experience in programme or project management in complex environments.
  • Strong communication and negotiation skills, with experience engaging senior stakeholders.
  • Resilience and composure to lead through high-pressure situations.

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