Critical Situation Escalation Manager

Blueprint Technologies
United States, WA
Remote
Job Description
Blueprints is seeking a Senior Critical Situation Escalation Manager to lead the resolution of high-priority customer escalations. This role involves coordinating with stakeholders, ensuring timely communication, and maintaining a world-class customer experience in a 24/7 coverage model. The company focuses on technology as a tool to connect strategy and execution and values unique perspectives and diverse teams.

Requirements

  • Manage critical customer escalations and high-visibility incidents
  • Coordinate with cross-functional stakeholders
  • Maintain clear, timely communication with customers
  • Identify systemic issues and process breakdowns
  • Provide mentoring and guidance to peers
  • Deliver reporting and analysis
  • Actively contribute to projects aimed at improving escalation tools

Benefits

  • Medical
  • Dental
  • Vision coverage
  • Flexible Spending Account
  • 401k program
  • Competitive PTO offerings
  • Parental Leave
  • Opportunities for professional growth and development
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