About the role

The Escalation Manager is responsible for leading customer-facing escalation management during high-impact incidents and operational events. Serves as primary interface between customer and internal response teams during Symbotic's warehouse automation deployments. Night shift: Thu-Sat (every other Wed), 5pm-5am EST.

Requirements

• Bachelor's degree in a related field or equivalent experience
• Minimum of 8 years supporting enterprise customers during critical incidents or outages
• Background in incident management, SRE, technical operations, or technical account management
• Strong understanding of escalation frameworks and cross-functional coordination
• Proven experience managing customer-facing escalations and translating technical updates clearly
• Excellent communication skills with the ability to stay calm and credible under pressure
• Strong stakeholder management and ability to remove blockers to drive resolution
• Shift: Thu-Sat (every other Wed), 5pm-5am EST
• Up to 15% travel required, valid driver's license

What you'll do

• Serve as primary point of contact for customers during escalated incidents
• Deliver clear, structured, confidence-building updates to customers
• Manage customer expectations around timelines, impact, and next steps
• Ensure appropriate internal teams are engaged and unblocked during incidents
• Drive escalation paths when progress stalls