Job Summary

• As the Weekend Manager, Escalations CIC, you will play a pivotal leadership role within the Critical Incident Center, owning weekend oversight for Salesforce’s Support organization while driving enterprise-wide critical incident response and escalation management.
• Success in this role requires building and sustaining strong cross-functional partnerships across Support (all cloud products), Customer Success, Engineering, Security, Sales, Consulting, QA, Program Management, and Product Management etc.
• The candidate should be comfortable working weekend shifts (Friday–Monday) with flexibility required as timings may evolve based on business needs.

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Skills & Requirements

Key Requirements

• 8+ years of experience in support management
• 8+ years of experience in escalation management
• 8+ years of experience in incident response
• Strong cloud and infrastructure technology experience
• Strong escalation management experience
• Experience collaborating and communicating on an executive level

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