Escalation Manager

To get the best candidate experience, please consider applying for a maximum of 3 roles within 12 months to ensure you are not duplicating efforts.

Job Category

Program & Project Management

Job Details

About Salesforce

Salesforce is the #1 AI CRM, where humans with agents drive customer success together. Here, ambition meets action. Tech meets trust. And innovation isn’t a buzzword - it’s a way of life. The world of work as we know it is changing and we're looking for Trailblazers who are passionate about bettering business and the world through AI, driving innovation, and keeping Salesforce's core values at the heart of it all.

Ready to level-up your career at the company leading workforce transformation in the agentic era? You’re in the right place! Agentforce is the future of AI, and you are the future of Salesforce.

Role Overview

The Escalation Manager acts as incident commander for critical customer issues, engaging the right resources quickly. The role is hands-on and balances authoritative and collaborative modes depending on the situation.

You will build strong relationships with customers and with teams across Salesforce. These include Support for all cloud products, Engineering (Site Reliability, Customer Centric Engineering, Technology Communications, Readiness), CSIRT, Sales, Consulting, QA, Program Management, and Product Management.

The role has an operational focus on prevention. You will learn from cases and incidents and partner with other teams on initiatives that reduce or eliminate customer impact.

Key Responsibilities

• Own critical issues and Sev 1s across all clouds, and drive them to resolution with the appropriate teams.
• Represent Salesforce on customer bridges and engage customers to drive operational excellence.
• Manage incidents to meet targets for customer satisfaction, employee satisfaction, service levels, resolution time, and project deadlines.
• Coordinate warm handoffs with other GEO and weekend escalation managers.
• Build trusted partnerships with Infrastructure, Engineering, Operations, Technical Support, Customer Success, Industry and Partners, and Sales Leadership to ensure company-wide alignment.
• Lead retrospectives to identify process improvements, and continuously improve service delivery.
• Deliver operational reports with qualitative and quantitative analysis of business performance.

Qualifications

• Degree or equivalent practical experience. We assess experience from any setting, such as work, military, volunteer, or leadership roles, based on the skills and behaviors this role requires.
• 7+ years in a technical support environment, handling highly sophisticated issues.
• 5+ years in support management, critical issue management, and incident response in a high-growth software or hardware technology organization.
• Strong cloud and infrastructure technology and delivery experience. Technical literacy is required, and deep knowledge of multi-tenant cloud systems and complex infrastructure is highly desirable.
• Experience managing customer concerns across multiple partners, including customers and product teams.
• Familiarity with incident management frameworks (ITIL, NIMS, NIST, SANS, etc.).
• Understanding of Salesforce product offerings is strongly preferred.

Core Skills & Competencies

• Incident command: Leads and prioritizes multiple critical issues at once, remotely and on customer bridges, with a high level of operational urgency.
• Executive communication: Exceptional C-level written and verbal skills. You tailor your message to the audience and explain technical issues to engineers and executives alike.
• Collaboration and influence: Builds productive relationships across the Critical Incident Center, partner organizations, and matrixed teams. You influence others to lead projects without formal authority.
• Project management and rigor: Strong operational discipline, with the ability to lead cross-functional work to results.
• Ownership: Self-motivated and takes initiative. You own outcomes, run programs with minimal direction, and escalate obstacles proactively.
• Service mindset: Customer-centric and focused on quality of service and continuous improvement.

What We're Looking For

We want someone who balances strategic thinking with operational execution, and who:

• Thrives under pressure. You stay composed in fast-paced, high-stakes situations, de-escalate tension, and lead with clarity and authority.
• Thinks in root causes. You want to understand why an escalation happened and prevent the next one. You connect individual cases to team and organizational outcomes.
• Designs bespoke solutions. You apply creative problem-solving to non-standard situations while preserving trust and relationships.
• Builds trust in tough moments. You set clear expectations and communicate with empathy, professionalism, and respect, even when things get hard.
• Operates with urgency and autonomy. You make decisions quickly, commit organizational resources when needed, and keep moving through ambiguity and shifting demands.
• Orchestrates across teams. You mobilize Engineering, SRE, Product, Support, CSIRT, and Sales around a shared goal, and you mediate conflicting priorities.
• Challenges the status quo. You make bold, well-reasoned recommendations and advocate for the customer, while staying open to other viewpoints.
• Embraces AI and new technology. You adopt emerging tools to solve problems and work more effectively, and you inspire peers to do the same.

Unleash Your Potential

When you join Salesforce, you’ll be limitless in all areas of your life. Our benefits and resources support you to find balance andbe your best, and our AI agents accelerate your impact so you cando your best. Together, we’ll bring the power of Agentforce to organizations of all sizes and deliver amazing experiences that customers love. Apply today to not only shape the future - but to redefine what’s possible - for yourself, for AI, and the world.

Accommodations

If you need a reasonable accommodation during the application or the recruiting process, please submit a request via this Accommodations Request Form.

Please note that Salesforce uses artificial intelligence (AI) tools to help our recruiters assess and evaluate candidates’ resumes and qualifications throughout the recruiting process. Humans will always make any candidate selection and hiring decisions. Please see our Candidate Privacy Statement for more information about how we use your personal data and your rights, including with regard to use of AI tools and opt out options.

Posting Statement

Salesforce is an equal opportunity employer and maintains a policy of non-discrimination with all employees and applicants for employment. What does that mean exactly? It means that at Salesforce, we believe in equality for all. And we believe we can lead the path to equality in part by creating a workplace that’s inclusive, and free from discrimination. Know your rights: workplace discrimination is illegal. Any employee or potential employee will be assessed on the basis of merit, competence and qualifications - without regard to race, religion, color, national origin, sex, sexual orientation, gender expression or identity, transgender status, age, disability, veteran or marital status, political viewpoint, or other classifications protected by law. This policy applies to current and prospective employees, no matter where they are in their Salesforce employment journey. It also applies to recruiting, hiring, job assignment, compensation, promotion, benefits, training, assessment of job performance, discipline, termination, and everything in between. Recruiting, hiring, and promotion decisions at Salesforce are fair and based on merit. The same goes for compensation, benefits, promotions, transfers, reduction in workforce, recall, training, and education.

In the United States, compensation offered will be determined by factors such as location, job level, job-related knowledge, skills, and experience. Certain roles may be eligible for incentive compensation, equity, and benefits. Salesforce offers a variety of benefits to help you live well including: time off programs, medical, dental, vision, mental health support, paid parental leave, life and disability insurance, 401(k), and an employee stock purchasing program. More details about company benefits can be found at the following link: https://www.salesforcebenefits.com.At Salesforce, we believe in equitable compensation practices that reflect the dynamic nature of labor markets across various regions. The typical base salary range for this position is $94,000 - $177,600 annually. The range represents base salary only, and does not include company bonus, incentive for sales roles, equity or benefits, as applicable.