Program Manager, Escalation Management

Description

The company is reshaping the grocery industry and delivers an essential service that customers and shoppers depend on.

The team handles the most critical escalations, including issues raised by executives and by the company's largest retail partners.

The role moves the escalation model from reactive to proactive and builds a process that scales.

The Customer Experience team resolves urgent, cross-team issues quickly and permanently, working with a global network of BPO partners and with Product, Engineering, Operations, and Business Development.

Employees choose where they work, whether from home or an office, with regular in-person events.

Responsibilities

• Run the escalation rhythm: daily case reviews, weekly escalation reviews, monthly business reviews, and quarterly reviews of severity criteria.
• Keep meetings focused by setting agendas, logging decisions, and assigning action items with a named owner and due date.
• Maintain a central tracker that records every escalation signal and root-cause action, with an owner for each.
• Set SLAs (targets to be set), and report adherence, escalation cycle time, and signal-to-action lag to leadership each week.
• Define risk signals that trigger early intervention, and build recovery paths for known risks so users do not have to escalate.
• Find and size patterns across escalations, and build solutions that reduce repeat issues.
• Turn recurring issues into data-backed product change requests.
• Lead cross-functional work with Product, Engineering, Operations, and the wider CX team so every signal has a destination, every action has an owner, and every outcome is measured.
• Write SQL to investigate spikes, isolate root causes, and answer ad hoc questions from CX, Product, and Operations leaders.
• Build and maintain dashboards and automated reports covering escalation volume, time to resolution, recurring themes, SLA adherence, and partner impact.
• Prepare leaders for partner meetings, business reviews, and incident readouts with clear, quantified impact.
• Define and improve escalation intake, severity criteria, SLAs, and communication standards, and build repeatable processes that work beyond the team.

Requirements

• 5+ years of program or escalation management experience, preferably in customer experience, contact center, or partner operations.
• Proven record of running cross-functional programs with named owners, published SLAs, and measurable results, without formal authority, in fast-moving, high-pressure settings.
• Strong hands-on analytics, including SQL and visualization tools such as Looker, Mode, Tableau, or similar, to find patterns and set priorities.
• Understanding of contact center metrics such as Consumer Sentiment, first contact resolution, average handle time, and Internal Quality Score, and the operational levers that move them.
• Ability to find the root causes of metric changes and recommend a mitigation strategy.
• Experience building reports that executives use to make decisions.
• Clear written and verbal communication, able to turn complex topics into a compelling story for executives and external partners.
• Good judgment on what to escalate, to whom, and when, and the ability to handle ambiguity, shifting priorities, and direct conversations with upset customers, shoppers, and partners.
• Strategic mindset to design a new operating model rather than maintain an existing one.
• High accountability and ownership, with a self-starter approach.
• Preferred: Experience writing product feedback or change requests that Product teams accepted and shipped.
• Preferred: Experience building or scaling an escalation or incident-management process.
• Preferred: Experience with de-escalation strategies and customer relationship management.
• Preferred: Experience with retail, grocery, e-commerce, or marketplace partners.
• Preferred: Familiarity with tools such as Salesforce, JIRA, or Slack.
• Preferred: Highly collaborative, with a record of building trust across teams and helping others learn.

Conditions

This role is remote. Base pay depends on the permanent work location.

For US-based candidates in AL, AK, AZ, AR, FL, GA, ID, IN, IA, KS, KY, LA, MI, MN, MS, MO, MT, NE, NV, NM, NC, ND, OH, OK, SC, SD, TN, UT, WV, WI, and WY, the base pay range is $71,000 - $75,000 USD.

Offers vary based on factors such as candidate experience and the skills the role requires.

Benefits

• Market-competitive compensation and benefits in each location where employees work.
• Eligible for a new hire equity grant and annual refresh grants.