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Protocol Intelligence
Data-driven signals on your job's competitivenessMid-level, metro-based technical PM supporting US hours with a generalist, high-visibility escalation remit increases applicant competition.
Project and incident coordination skills transfer across industries, but technical escalation experience favors SaaS/support backgrounds.
Explicit 5+ years requirement plus incident-management and tool/framework familiarity makes screening moderately strict.
Job Description
Structured overview of role & requirementsAbout This Role
Serve as central coordinator for high-severity technical escalations, leading cross-functional teams and customer stakeholders through resolution.
Maintain and drive accountability over escalation action plans, timelines, risks, dependencies, and ownership ensuring commitments are met.
Deliver clear, audience-tailored updates and executive summaries on escalation status, risks, and mitigation efforts, enhancing customer transparency and trust.
Minimum Requirements
5+ years experience in project management, escalation management, incident coordination, or related customer-facing technical roles.
Experience coordinating cross-functional teams during major incidents with knowledge of support operations and incident management practices.
Ability to work primarily aligned with U.S. business hours (9 AM to 5 PM ET) including availability for after-hours and holiday support as needed.
Proficiency with project/case management tools such as Salesforce or Microsoft Project; familiarity with ITIL, Agile, PMP, or similar frameworks preferred.
Ideal Candidate Profile
Experienced in managing complex, high-impact technical escalations requiring cross-team coordination and executive communication.
Strong operational focus with expertise in risk management, dependency tracking, and structured escalation documentation.
Familiar with leveraging AI-assisted tools and frameworks to enhance escalation workflows and operational excellence.