{"id":3432294,"url":"https://alion.io/job/infor-escalation-manager-senior","title":"Escalation Manager, Senior","company":{"id":1808,"name":"Infor","domain":"infor.com","url":"https://alion.io/company/infor","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":{"grade":"A","score":100,"open_postings":13,"ghost_share":0,"stale_share":0,"repost_share":0.077,"time_to_fill_p50_days":10,"computed_at":"2026-10-31T05:58:55Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Atlanta, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":75000,"max_usd":156000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":504},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Incident Management","optional":true}],"status":"live","first_seen_at":"2026-10-28T01:06:50Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-10-31T12:04:30Z","board_verified":true,"closed_at":null,"days_open":3,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":3},"description":"The Escalation Manager sits at the heart of Infor's Escalation Management (EM) team - a global team dedicated to reducing customer distress, boosting satisfaction, and protecting the SaaS revenue that drives our business forward.\n\nWhen critical customer situations occur, the Escalation Manager jumps into action: owning end-to-end resolution with decisive leadership, orchestrating cross-functional teams, and maintaining relentless focus until the customer is back on track. The commander in the room, this strategic hands-on role is trusted by stakeholders to cut through complexity, mobilize the right people at every level, and drive outcomes with urgency and clarity.\n\nBeyond crisis response, Escalation Managers collaborate across a global network of peers to deliver 24/7 coverage, drive proactive risk management and continuous improvement with key insights, and uphold the quality standards that make Infor's escalation practice world-class. This is a role for decisive leaders who thrive under pressure, lead with empathy and clarity at every level, and are genuinely energized by delivering for customers in high-stakes moments.\nA Typical Day in the Life Includes:\n Escalation leadership & resolution: Take decisive command of critical escalations end-to-end - qualifying incoming escalations, setting direction, leading the resolution team and serve as the final decision-maker (in alignment with key stakeholders), removing blockers and driving to closure with urgency and clear accountability. \nResolution planning & execution: Build and manage structured resolution plans with defined owners, deadlines, and prioritized actions - running the equivalent of a war room when the situation demands and conducting root cause analysis to prevent recurrence. \nStakeholder communication: Own all communication throughout the escalation lifecycle - synthesizing complexity into clear, timely updates for executive stakeholders, customers, and internal teams alike, and preparing executive summaries for senior leadership. \n Resource mobilization: Rapidly identify and deploy the right Subject Matter Experts (SMEs) and leaders across Product, Development, Sales, and Services - navigating a global matrix with influence and speed to secure the resources needed. \nProactive risk management: Monitor customer health metrics and early-warning signals to identify at-risk accounts and intervene before situations become critical, especially ahead of renewal cycles. \n Quality & global operations: Uphold escalation reporting standards, contribute to global EM coverage across time zones, and conduct root-cause analysis and lessons-learned to surface insights that drive systemic improvement across the organization. \nBasic Qualifications:\nExperience in a customer-facing service, support, technical account management or escalation management role within enterprise SaaS / software, with a solid understanding of enterprise software delivery, support operations and customer lifecycle management. \nDemonstrated ability to lead cross-functional teams through high-pressure, time-critical resolution scenarios with measurable outcomes. \nProven executive-level communication skills - able to engage executive stakeholders with confidence, empathy, and credibility. \nStrong project or program management fundamentals, with ability to structure and drive complex resolution efforts with clear scope, timelines, and accountability. \nSkilled at de-escalating critical situations, managing resource conflicts, and influencing without authority across a global matrix. \nProven problem-solving skills - analyzing complex issues, identifying root causes, and driving practical, efficient solutions to resolution. \nPreferred Qualifications:\nFamiliarity with Infor products and solutions such as HCM Cloud Suite, HR Talent, Workforce Management (WFM), Financial Services Management (FSM), WMS, LN, or M3; or comparable enterprise ERP platforms from other vendors.\nFormal background in escalation management and problem management, with a data-driven mindset, tracking metrics such as escalation volume, CSAT, and RCA trends to drive proactive improvement. \nExperience in structured incident management - leading rapid triage, coordinating cross-functional response, and driving clear stakeholder communication from first alert to confirmed resolution. \nTechnical Project Management experience - PMP or equivalent certification a plus, particularly in complex SaaS implementation or managed services environments. \nProven success in multi-time zone, globally distributed team environments - comfortable operating across cultures, geographies, and working styles. \nDegree in Computer Science, Information Technology, Business, or a related field; or equivalent professional experience.","description_format":"text","description_chars":4774,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Software","ERP & Business Management Software"],"lifecycle":[{"event":"open","at":"2026-10-29T01:06:50Z"}],"visa":[{"country":"US","licensed_sponsor":true,"evidence":"H-1B filings in 12 months: 46 · green card filings: 13","filings_12m":46,"filings_prev_12m":43,"green_card_filings_12m":13,"median_offered_wage_usd":140127,"route":null,"cap_exempt":false,"checked_at":"2026-10-29T16:27:21+00:00","sources":["US Department of Labor: LCA disclosure data (H-1B, H-1B1, E-3)","US Department of Labor: PERM disclosure data (green cards)"],"filings_for_role_12m":0}],"liveness":{"score":89,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.892,"p_room":1,"age_days":3,"expected_fill_days":10,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-10-31T05:58:55Z"},"pay":null,"html_url":"https://alion.io/job/infor-escalation-manager-senior","json_url":"https://alion.io/job/infor-escalation-manager-senior.json","meta":{"generated_at":"2026-10-31T13:22:22Z","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":20745,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-01T00:00:00Z"}},"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":1808},"rest":"https://alion.io/mcp/rest/get_company?id=1808"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Finfor-escalation-manager-senior"},{"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%2Finfor-escalation-manager-senior"},{"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%2Finfor-escalation-manager-senior"},{"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/infor-escalation-manager-senior\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Finfor-escalation-manager-senior"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3432294}},{"tool":"search_jobs","arguments":{"company":"infor.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3432294},"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); 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