Escalations Manager

Role Purpose

The Escalation Manager is responsible for leading the Issue Resolution Operations (IRO) team, ensuring effective management of escalations, audits, continuous improvement initiatives, and intercompany issue resolution within a Shared Services environment. This role owns second‑level escalations, audit coordination, and SOP governance, and serves as a technical escalation resource while driving operational excellence through Root Cause Analysis (RCA), Kaizen, and continuous improvement initiatives.

Key Responsibilities

• Act as owner of all second‑level escalations, ensuring proper tracking, prioritization, and timely resolution.
• Oversee and govern issue-tracking tools (Salesforce, Issue Trackers, RIADs, and others).
• Ensure escalations are properly analyzed, documented, and closed with defined root causes and corrective actions.
• Serve as a technical escalation point for tactical operational issues.
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