Sr Escalation Manager

The posting, as OneTrust wrote it

Strength in Trust

OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.

Sr Customer Escalations Manager

About the role

As a Sr Customer Escalations Manager, you will lead the resolution of complex, high-priority customer issues. You’ll serve as a trusted point of contact for customers during challenging situations, coordinate cross-functional teams, and ensure issues are resolved quickly, clearly, and thoughtfully.

Your work will help strengthen customer trust, improve satisfaction, reduce recurring issues, and support long-term retention.

What you’ll do

• Own the end-to-end management of customer escalations, from initial response through resolution and follow-up.
• Partner with Support, Engineering, Product, Customer Success, and other teams to investigate issues and coordinate timely resolutions.
• Maintain clear, consistent communication with customers and internal stakeholders throughout the escalation process.
• Translate complex technical information into clear, audience-appropriate updates for both technical and non-technical stakeholders.
• Coordinate root-cause analysis and communicate what happened, how the issue was resolved, and how similar issues will be prevented.
• Lead follow-up conversations with customers to review resolutions and preventive actions.
• Monitor high-priority customer accounts proactively to identify and address potential issues before they escalate.
• Manage multiple escalations at once while keeping priorities, timelines, and stakeholders aligned.
• Maintain accurate escalation records, known-defect information, workarounds, and lessons learned.
• Identify trends and recommend process, product, or service improvements that reduce future escalations.

What you’ll bring

• 5–7 years of experience in customer support, customer success, incident management, or a related customer-facing function.
• Experience managing complex or high-priority customer issues in a fast-paced environment.
• Strong analytical and problem-solving skills, including the ability to identify root causes and drive lasting solutions.
• Demonstrated ability to lead through influence and coordinate work across technical and non-technical teams.
• Excellent

[…]
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Our Commitment to You

When you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.