Staff Escalation Manager (Bogotá)

Role Overview

We’re looking for a dedicated, curious problem solver to join our Customer Engagement organization as a Critical Escalation Manager!

This is a strategic, high‑visibility role that drives the highest level of escalation management for customer issues.

About the role

• Ownership for driving resolution of customer’s critical issues.
• Engage and lead cross‑functional and geographically dispersed teams in the development and execution of action plans to address critical situations.
• Effectively communicate critical issue status to executive staff, working teams and the customer.
• Ensure the cross‑functional team is working off of clearly established action plans (ex. Who, What, When) and delivering within established SLOs.
• Identify systemic issues related to products and/or processes and drive actions to prevent future problems.
• Maintain and expand a solid understanding of current products and t...