Weekend Manager, Escalations Cic

Salesforce

Fully remote
Critical incident management
Escalation management
Weekend operations lead
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

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 standard start times aligning to APAC (5:30 AM IST) and EMEA (12:30 PM IST) coverage, with flexibility required as timings may evolve based on business needs.

Matching 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.

Skills & Requirements

Must-have

  • Critical Incident Management
  • Escalation Management
  • Weekend Operations Lead
  • Customer-Facing Experience
  • Cross-functional Partnerships

Nice-to-have

  • AI-driven CRM
  • Workforce Transformation
  • Agentic Era Leadership
  • Continuous Improvement Focus

Key Requirements

  • 8+ years of experience in support management
  • Experience in escalation management
  • Experience in incident response
  • Strong cloud and infrastructure technology experience
  • Technical literacy and ability to articulate technical issues

Work Rights

Not specified

Tailored Resume

Cover Letter