At a glance
- Employment
- Full-time
- Location
- CA-Ontario-Toronto
About the role
- The Staff Escalation Manager reviews and assesses the viability of automatic and manual escalation nominations.
- This role involves synthesizing data from multiple systems to provide management with a clear view of complex customer situations.
- The position requires balancing customer needs with Snowflake's objectives while leveraging AI-assisted workflows to improve efficiency.
Responsibilities
- Own medium to high complexity cases and account escalations requiring high technical aptitude.
- Work independently to define strategies for addressing highly complex escalations.
- Leverage data from escalation models to drive and influence action on escalations.
- Use AI tools to aggregate multi-source data, identify patterns, and accelerate root-cause analysis.
- Lead escalations for highly visible customers, including those nominated by senior leadership.
- Drive internal team alignment and consensus across cross-functional teams.
- Create, polish, and send customer-facing post-mortems and RCAs.
- Mentor junior staff on escalation practices and participate in the hiring process.
- Optimize AI-assisted workflows and refine prompt strategies for escalation management.
- Present the Global Escalation program, process, and principles to internal and external audiences.
Requirements
- Ability to work on non-routine problems where solutions are not always established.
- Ability to work independently with almost no supervision on day-to-day operations.
- Ability to prioritize and manage multiple highly visible escalations.
- Ability to influence resources across cross-functional teams.
- Ability to take a big-picture approach to determine root causes for long-term solutions.
- Comfortable with ambiguity and making difficult decisions.
Workplace
- Role is based in Toronto, Ontario.
Skills
- AI Tools
- Root-cause Analysis
