Technical Escalations Manager

About the Team:

The Escalations and Supportability team is part of the Outreach Support organization and is focused on reducing customer and internal friction by building predictable, data-driven processes that improve both customer outcomes and internal coordination. We partner closely with Product, Engineering, and Customer Success to manage critical incidents, prevent recurrences, and drive long-term improvements in product quality and supportability. The team also owns the incident management and the red account program ensuring consistent processes, accountability, and communication across all major customer-impacting events.

As a Staff Technical Escalations Manager at Outreach, you thrive on challenge, remain calm under pressure, and have a proven ability to navigate complex cross-functionalissueswhereownership, priority, customer impact, or resolution path may be unclear.

You are a strong communicator, a systems thinker, and a trusted advocate for customers and internal teams alike.

You are technically competent, process-oriented, and motivated by impact rather than urgency alone.

Outreach hasa

Red Account Program andan

Incident Management Program, our frameworks for identifying, prioritizing, and managing high-impact customer and platform issues. We are looking for an individual who willown, scale,and continuously improve both programs, ensuring that critical incidents and escalations receive coordinated, proactive, and transparent communication across stakeholders. This role will alsoleadincident response coordination,post-mortem analysis,stakeholder alignment,and long-term risk mitigation.

You will partner with Product, Engineering, Success,Technical Account Management,and Support to ensure every escalation and incident has a clear owner, timeline,decision path,and communication plan. This is a highly cross-functional role that requires situational awareness, executive presence,communication judgment, organizational maturity,and operational discipline in complex, ambiguous, and leadership-visible situations.

Periodic on-call or after-hours participation may be required to support urgent incidents.

This person will serve as the point of contact forthe most complex and business-critical escalations, interacting across all levels of the organization to understand problems,clarify ambiguity, align stakeholders,negotiate solutions, and execute mitigation plans. You will be responsible for executive-level reporting, root-cause summaries,decision framing,and structured follow-up actions to ensure the customer sees measurable progress and internal teams address recurring drivers of escalation risk.

Location

We are open to hiri ng this position in the Atlantaor Seattle area. This will be a hybrid role (both in-office and remote).

• Owning complex, high-impact, and executive-visible customer escalations from initial triage through full resolution

• Strong strategic judgment in driving escalation and incident resolution, including the ability to identify the right stakeholders, build effective cross-functional partnerships, frame tradeoffs clearly, and align Product, Engineering, Support, and Customer Success around durable troubleshooting paths and long-term risk reduction.

• Leading coordination with internal stakeholders including Customer Success, Sales, Engineering, Operations, and Support to maintain alignment through every stage of the escalation lifecycle and resolve gaps in ownership, priority, communication, or decision-making

• Leading and maturing the global Incident Management Program and ensuring consistent response standards across all incident severities

• R running weekly Red Account and Incident Review meetings, ensuring next steps, accountability, and documentation are clear and that material risks, decisions, and escalation needs are surfaced to the right leaders

• Creating and refining scalable processes to reduce repeat escalations and improve systemic resilience where process is immature, unclear, or inconsistent across teams

• Documenting executive summaries, post-incident reviews, and contributing to the Supportability backlog with audience-specific recommendations, clear owners, and measurable follow-through

• Facilitating difficult conversations with clarity and composure, keeping the customer and internal teams aligned on progress when decisions involve ambiguity, tradeoffs, changing expectations, or competing priorities

• Delivering post-mortem analyses and lessons learned to strengthen…