Staff 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. 

The Role: 

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-functional issues where ownership, 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 has a Red Account Program and an Incident Management Program, our frameworks for identifying, prioritizing, and managing high-impact customer and platform issues. We are looking for an individual who will own, scale, and continuously improve both programs, ensuring that critical incidents and escalations receive coordinated, proactive, and transparent communication across stakeholders. This role will also lead incident 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 for the 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 hiring this position in the Atlanta or Seattle area. This will be a hybrid role (both in-office and remote).