Escalation Manager

Lead response to critical Severity 1 incidents causing major customer service disruptions within Salesforce's Critical Incident Center.

Coordinate cross-functional teams including support, engineering, and customer success to resolve incidents rapidly using defined incident management protocols.

Deliver timely communications to customers and internal teams until incident resolution and proper case closure status is confirmed.

Experience Required: Not explicitly mentioned in the JD.

Must be capable of managing and coordinating high-pressure incident management and escalation processes.

Ability to engage with customers via OmniChannel tools and manage communication cadence through Slack, Quip, and customer bridges.

Not explicitly mentioned: specific degree, certifications, or location requirements.

Experienced in handling high-criticality incidents with a strong focus on incident command and escalation.

Comfortable working in fast-paced, high-stakes environments coordinating multiple teams including technical and customer success functions.

Familiar with structured incident management frameworks, customer communication best practices, and capacity/bandwidth management during crises.