Escalation Manager, Senior
Posted Updated
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.
When 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.
Beyond 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.
- 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.
- Resolution 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.
- Stakeholder 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.
- 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.
- Proactive 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.
- 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.
- Experience 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.
- Demonstrated ability to lead cross-functional teams through high-pressure, time-critical resolution scenarios with measurable outcomes.
- Proven executive-level communication skills — able to engage executive stakeholders with confidence, empathy, and credibility.
- Strong project or program management fundamentals, with ability to structure and drive complex resolution efforts with clear scope, timelines, and accountability.
- Skilled at de-escalating critical situations, managing resource conflicts, and influencing without authority across a global matrix.
- Proven problem-solving skills — analyzing complex issues, identifying root causes, and driving practical, efficient solutions to resolution.
- Familiarity 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.
- Formal 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.
- Experience in structured incident management — leading rapid triage, coordinating cross-functional response, and driving clear stakeholder communication from first alert to confirmed resolution.
- Technical Project Management experience — PMP or equivalent certification a plus, particularly in complex SaaS implementation or managed services environments.
- Proven success in multi-time zone, globally distributed team environments — comfortable operating across cultures, geographies, and working styles.
- Degree in Computer Science, Information Technology, Business, or a related field; or equivalent professional experience.