Not specified; not specified; medical, dental, vis...
Not specified
10+ years in high-pressure escalation roles
Executive presence for c-suite briefings
Cross-functional team mobilization
Trellix is seeking a Staff Escalation Manager to drive the resolution of critical customer issues within their Customer Engagement organization. The ideal candidate will possess strong problem-solving abilities, executive communication skills, and experience in high-pressure roles, particularly in escalation management
Job Summary
This strategic role drives the highest level of escalation management to resolve critical customer issues within established SLOs.
The manager must possess executive presence to translate technical complexity into actionable business insights for C-suite stakeholders during high-pressure outages.
Trellix offers a dynamic workforce with flexible work hours, family-friendly benefits, and a commitment to diversity and inclusion.
Matching Summary
Match Score: 85
Trellix is seeking a Staff Escalation Manager to drive the resolution of critical customer issues within their Customer Engagement organization. The ideal candidate will possess strong problem-solving abilities, executive communication skills, and experience in high-pressure roles, particularly in escalation management.
Salary
Not specified; Not specified; Medical, Dental, Vision, Paid Time Off, Paid Parental Leave
Skills & Requirements
Must-have
10+ years in high-pressure escalation roles
Executive presence for C-suite briefings
Cross-functional team mobilization
Root cause analysis and systemic issue identification
Cloud/SaaS architecture knowledge
Nice-to-have
PMP or ITIL 4 certification preferred
Lean Six Sigma Green/Black Belt
Empathy with livid customers
Strategic problem-solving mindset
Operational discipline in fast-paced environments
Key Requirements
10+ years experience in Escalation Management or TAM
Foundational knowledge of Cloud/SaaS architectures
Expertise in Jira and Salesforce for reporting
Proven success in Root Cause Analysis (RCA)
Preferred certifications: PMP, ITIL 4, MIM, CSAM, or Lean Six Sigma