{"id":3619720,"url":"https://alion.io/job/cornerstone-ondemand-escalation-manager","title":"Escalation Manager","company":{"id":6504,"name":"Cornerstone OnDemand","domain":"cornerstoneondemand.com","url":"https://alion.io/company/cornerstone-ondemand","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Cornerstone","truth_index":{"grade":"B","score":79,"open_postings":7,"ghost_share":0,"stale_share":0.857,"repost_share":0,"time_to_fill_p50_days":27,"computed_at":"2026-11-04T06:34:25Z"}},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Kraków, Poland"],"countries":["PL"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-11-02T12:00:00Z","employer_posted_date":"2026-11-02","last_verified_at":"2026-11-04T13:07:00Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept - one customer, one case, one conversation at a time. In this role you will...\nTake ownership transfer of escalated cases end-to-end: comms, coordination, and the Engineering partnership - the handover itself is the customer’s proof of escalation.\nCommunicate at least daily in plain language, with ETAs from SLOs - and prove we meet them.\nScore every escalation with EIM (Revenue at Risk + Cornerstone Cost); apply the fairness override only in the open, never around the list.\nServe as the single entry point to the OneList: merge duplicates (raising EIM), and never let an item leave review without an Engineering owner and date.\nDe-escalate by voice - a phone call resolves what ten emails cannot; leave every customer knowing who is fighting for them.\nKeep the originating pod informed while keeping them productive - agents stay out of Engineering threads. You’ve got what it takes if you have...\n4+ years escalation, incident, or critical-situation management in enterprise SaaS.\nCommand presence in chaos: structured, calm, relentless follow-through.\nFluency with EIM economics and SLO discipline; Salesforce rigor.\nWriting that executives trust and customers understand. GATES: escalation cycle time (EIM-weighted) · zero unconfirmed closures · daily-comms compliance · customer confirmation rate. IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution - every customer leaves knowing Cornerstone Support is in their corner.","description_format":"text","description_chars":1615,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Learning Management Systems","HR & Payroll Software"],"lifecycle":[{"event":"open","at":"2026-11-02T17:54:38Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":1,"expected_fill_days":27,"reasons":["conf:2","velocity","win:early","comp:brand"],"computed_at":"2026-11-04T06:34:25Z"},"pay":null,"html_url":"https://alion.io/job/cornerstone-ondemand-escalation-manager","json_url":"https://alion.io/job/cornerstone-ondemand-escalation-manager.json","meta":{"generated_at":"2026-11-04T17:13:21Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":26356,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-05T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6504},"rest":"https://alion.io/mcp/rest/get_company?id=6504"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fcornerstone-ondemand-escalation-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fcornerstone-ondemand-escalation-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fcornerstone-ondemand-escalation-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/cornerstone-ondemand-escalation-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fcornerstone-ondemand-escalation-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3619720}},{"tool":"search_jobs","arguments":{"company":"cornerstoneondemand.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3619720},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}