Senior Escalation Manager

Red Hat connects an innovative community of customers, partners, and contributors to deliver an open source stack of trusted, high-performing technologies that solve business problems. We’re a three-billion dollar S&P 500 company offering solutions from Linux to middleware, storage to cloud, together with award-winning global customer support, consulting, and implementation services.

Red Hat is seeking a Senior Escalation Manager to be part of their Escalation Management Team (EMT). The EMT is Red Hat's customer facing escalation management organization. In this role you will actively participate in customer and internal escalations that may be isolated to one case or broader escalations involving multiple cases. We provide high quality technical support to Red Hat customers (subscribers) around the globe across all Red Hat product lines.

What you will do- Use a strong repertoire of soft skills to facilitate technical and management escalations in our installed base by working with CEE teams, Engineering Business Units, and third party partner companies- Perform technical project/problem escalation management using a holistic approach, typically from initiation through resolution delivery, while ensuring appropriate resources are engaged when needed- Coordinate cross-functional teams through meetings and progress measurement activities which bring distinct, specific escalations to completion in a timely manner- Use strong verbal and written communication skills to keep all relevant parties informed- Perform regular updates to Escalations List and Watch List entries for the assigned situations in a manner that is consistent for the intended audience - Support Delivery, Sales, C-level execs.- Perform collaborating, mentoring, and coaching that allows Support Engineers, Business Contacts and Account Managers to continue to manage the escalation situation, while enhancing their soft skill set- Be the local focal point to receive and address process improvement recommendations- Be the local focal point for questions on processes and procedures- Assure that the quality of case contents and case management meet internal standards- Monitor call handling / hand off to ensure escalated cases are being handled promptly and by priority-
- Document case quality analysis on escalated cases-
- Provide feedback to managers on case and process performance at an individual level-
- Training associates on new or revised processesWhat you will bring- Minimum of 3 years industry experience managing customer escalations- Experience with identifying and implementing process improvements- Technical support experience, including Open Source technologies an advantage- Experience dealing with complex implementations and multidisciplinary teams- Strong experience in planning and communicating with diverse stakeholders with differing goals; from engineers, to support, to Sales, to “C-Level” executives.- Experienced professional with a full understanding of industry practices and company policies and procedures- Ability to work on problems of diverse scope where analysis of data requires evaluation of identifiable factors- Demonstrates good judgment in selecting methods and techniques for obtaining solutions- Ability to communicate effectively with senior internal and external personnel- Proven record of successful cross-functional (and cross-company) team management- Other Language skills a plus (Mandarin, Japanese, Cantonese, Korean)

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