Senior Escalation Manager

Joining Collibra’s Senior Escalation Management team

As Collibra Senior Escalation Manager you will be responsible for overseeing the process of handling complex or critical issues and escalations, ensuring timely and effective resolution, while also maintaining high levels of customer satisfaction. You work cross-functionally, often with technical experts and leadership, to investigate, communicate, document and resolve issues, while also developing and improving escalation processes. 

This is a hybrid role based in our Prague office. Our hybrid model means you’ll work from the office at least two days each week. This setup helps us stay connected, work more closely together, and keep making progress as a team.

Senior Escalation Managers at Collibra are responsible for

• Managing the lifecycle of an escalated incident including, but not limited to, acting as the single point of contact, incident intake, impact analysis. 
• Lead communication and collaboration with various teams, including technical experts, support teams, and leadership, to ensure alignment in addressing escalated issues. This means you will need to have technical understanding of the issue and also have the ability to effectively communicate it to non-technical stakeholders.
• Ability to lead investigations for major incidents keeping all the stakeholders updated as necessary.
• You will build strong working relationships with these key stakeholders across technical and non-technical teams to ensure efficient collaboration and driving down resolution times. Leading, driving and managing incident review meetings focused on critical / major escalations with senior leadership.
• Contribute to the development, improvement, and optimization of escalation protocols and processes.
• Provide clear and concise communication to stakeholders at all levels, including updates, status reports, and presentations to leadership.
• Identify and analyze the root causes of escalated issues, developing and implementing comprehensive solutions.
• Triage and prioritize escalations based on urgency and business impact, ensuring that appropriate resources are allocated.
• Analyze escalation performance metrics and identify areas for improvement, providing data-driven recommendations. 
• Mentor and help junior team members with their assigned escalations.
• You will need to gather requirements from stakeholders, configure and update tools used as needed.
• Provide training and support to team members on automation tools in use, related to Customer Support, procedures and processes.  
• Work with the team and management to come up with various rotas for the team. 

You have

• 7+ years of experience handling customer escalations or working in a customer-facing support role in fast paced software/technology environments.
• A bachelor’s degree or equivalent related working experience is required.
• Ability to communicate effectively with customers and other stakeholders (both technical and non-technical) and be able to cultivate strong working relationships cross-functionally to drive effective teamwork and communication. 
• Good knowledge and experience working with Customer Support relevant tools including ticketing systems such as Zendesk and ServiceNow, and reporting tools such as Zendesk Explore and Tableau.
• Excellent communication, interpersonal, and presentation skills. 
• Must have work authorization to work in Prague, CZ.

You are

• Customer-centric.
• An excellent problem solver.
• A skilled collaborator and influencer.
• An independent and well organized, project-oriented thinker.
• One who thrives in a fast paced environment.
• Able to identify root causes, analyze issues, and develop solutions
• Able to manage multiple tasks and prioritize work effectively. 
• Able to work independently and as part of a team, with a strong focus on collaboration and cross-functional communication.

Measures of success

• Within your first month, you will absorb knowledge about current incident and escalation processes & tools as well as identify key pain points and opportunities for immediate improvement.
• Between the second and third month, you will be actively managing escalations, implementing improvements to current processes and documenting action plans for new functional post-incident activities. You would also be expected to start helping out with tooling as needed.
• Within your sixth month, you will help lead the end-to-end escalation process, as well as any post-incident activities, and act as a lead in executing against a project roadmap for further maturing Collibra’s incident & problem management strategy. By this time you would also be expected to take on tooling projects as necessary.