Director, Escalation Management

Job description

We’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry. This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us. THE ROLE: As the Global Director of Escalation Management, you will define and lead the worldwide strategy for transforming our most complex, business-critical customer crises into moments of enduring trust and long-term partnership. Operating as a pivotal leader within the Customer Experience (CX) organization, you will champion a global team of Escalation and Duty Managers to drive rapid, decisive resolutions across the Everpure Platform. You will act as the ultimate point of cross-functional accountability—bridging Technical Services, Escalation Engineering, and Executive Leadership to modernize our response framework through predictive analytics and automation. This is a high-visibility, high-impact role designed for a strategic orchestrator ready to protect global fleet health and champion the c...