Escalation Manager

Job description

General information Country: United States: State: Texas: City: Dallas: Job ID: 47230 Department: SaaS: Experience Level: MID_SENIOR_LEVEL: Employment Status: FULL_TIME: Workplace Type: Hybrid: Description & Requirements: Infor is looking for an Escalation Manager to join our Atlanta, GA or Dallas, TX office. 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 focus until the customer is back on track. Tis 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. A Day in the Life Typically Includes: - Escalation leadership & resolution: Qualifying incoming escalations, setting direction, leading the resolution team and serve as the final decision-maker (in alignment with key s...