Job Summary & Responsibilities

The Escalation Program Manager is responsible for leading the end-to-end management of critical part-related escalations impacting field service operations and customer uptime. This role requires advanced analytical capabilities, strong Excel proficiency, and a data-driven mindset to assess escalations, identify root causes, and drive sustainable resolutions. A key focus of this position is leveraging data analytics to prevent escalation reoccurrence while ensuring timely execution and clear communication across cross-functional teams.

Key Responsibilities

• Own and manage the full lifecycle of parts escalations, from intake through shipment

• Analyze escalation data to identify trends, recurring issues, and systemic root causes

• Develop and execute corrective actions to prevent escalation reoccurrence

• Leverage advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, data modeling) to build reports and perform analysis

• Maintain and enhance escalation tracking tools to ensure data accuracy and visibility

• Drive accountability across Supply Chain, Planning, Logistics, and Field Service teams to meet resolution timelines

• Provide structured and timely communication to stakeholders, including executive summaries and escalation updates

• Create dashboards and reporting to track key KPIs (time to resolution, backlog aging, trend analysis)

• Lead escalation review meetings and drive action-oriented outcomes

• Identify process gaps and implement improvements to optimize escalation management workflows

Qualifications

• 3+ years of experience in program management, supply chain, service operations, or escalation management

• Advanced proficiency in Microsoft Excel (pivot tables, XLOOKUP/VLOOKUP, data analysis, reporting)

• Strong analytical and problem-solving skills with a focus on data-driven decision making

• Experience with Oracle ERP systems and reporting tools preferred

• Excellent communication skills with the ability to influence cross-functional teams

• Ability to manage multiple priorities in a fast-paced, high-pressure environment

Success Metrics

• Reduction in repeat escalations through effective root cause analysis

• Improved time to resolution (TTR) and escalation closure rates

• Accuracy and effectiveness of escalation reporting and dashboards

• Improved field service uptime due to timely part delivery

• Demonstrated use of data analytics to drive continuous improvement

Compensation & Growth

• Base Salary Range:

$86,400.00 - $129,600.00, offered in good faith and based on experience, location, and qualifications.

• Additional Rewards: Annual bonus opportunities and potential long-term incentives tied to both company and individual success.