Critical Escalation Manager

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens.

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration.

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.

**Why you will love this opportunity as Critical Escalation Manager at Civica**

As a Critical Escalation Manager, you’ll take charge of critical customer escalations and guide teams through complex and high-pressure situations. You’ll work closely with senior leadership and cross-functional teams to manage critical customer situations from start to finish, while also shaping best practices and tools to strengthen our escalation response capability across the business. You’ll act as the bridge between customers, senior leadership, and delivery teams — ensuring transparency and positive outcomes. This role is pivotal in restoring trust, driving resolution, and preventing future escalations.

**Management & Resolution of Escalations**
- Lead resolution of critical customer situations from initiation to closure
- Act as the primary contact for critical customers, ensuring clear communication
- Coordinate cross-functional teams to deliver timely and effective solutions
- Conduct post-escalation reviews to identify root causes and improvement areas

**Process Improvement & Risk Mitigation**
- Develop and refine escalation management processes
- Advocate for customer needs in product and engineering discussions
- Implement proactive strategies to reduce future escalations

**Customer & Stakeholder Communication**
- Provide regular, transparent updates to internal and external stakeholders
- Partner with Customer Success and Support teams to enhance engagement

**Leadership & Cross-Functional Collaboration**
- Influence teams across the business to align on resolution strategies

**Requirements**:
**What you will need to be successful in this role**
- 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
- 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
- Experience with tools such as Salesforce, SharePoint, Power BI, and Microsoft Office (desirable)

**Benefits**

**Why you'll love working with us**

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:
**We're all different -**and we love this about us.

**We provide an inclusive,** safe, and welcoming environment to all Civicans, new and old Focus on learning
- there are heaps of opportunities to enable you to grow and be your best.

**Giving culture -**we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

**Flexible Work -**Flexible work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.
- Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.