Escalations Manager

About Us:

Selector is building an operational intelligence platform for digital infrastructure. By adopting an AI/ML-based analytics approach, the platform provides actionable multi-dimensional insights to network, cloud, and application operators. It enables operations teams to meet their KPIs through seamless collaboration, search-driven conversational user experience, and automated data engineering pipelines.

Our solutions are used by leading Telecoms, Media Providers, Retail, and Professional Sports organizations across the world. Our novel approach and rapidly expanding footprint put us in the unique position for continued growth to become a category leader. To fuel our growth, we are seeking passionate, high-energy, results-oriented individuals to join our team.

Our mission is to deliver world-class solutions on behalf of the large enterprise. Supported by leading investors, Selector is uniquely positioned to deliver a world-class solution to address large enterprise requirements across the globe.

Selector offers a discretionary PTO policy, health insurance, 401k, the opportunity for a bonus, and more.

Role Overview:

Selector AI is looking for an Escalations Manager to lead the response to critical customer escalations and ensure rapid, coordinated resolution of high-impact issues. This role will serve as the central point of coordination during critical incidents, working cross-functionally to drive fast resolution and ensure a strong customer experience.

Responsibilities:

• Own the end-to-end customer escalation management process for critical customer issues
• Lead and coordinate cross-functional response teams including Engineering, Product, Support, and Customer Success
• Facilitate and lead escalation war rooms during high-impact customer incidents
• Provide clear and timely updates to executive stakeholders and leadership during critical events
• Ensure rapid identification and resolution of issues affecting enterprise customers
• Conduct post-incident reviews and drive corrective and preventive actions
• Identify root causes and systemic issues, implementing process improvements to prevent recurrence
• Maintain strong communication with customers and internal teams throughout the escalation lifecycle

Requirements: 

• 5–10 years of experience in escalation management, incident management, or technical support leadership
• Experience handling enterprise customer escalations in SaaS, networking, cloud, or infrastructure environments
• Proven ability to coordinate cross-functional technical teams during high-pressure incidents
• Strong communication, stakeholder management, and executive reporting skills
• Ability to analyze incidents, identify root causes, and drive process improvements
• Experience working with enterprise customers and complex technical environments is preferred

Compensation:

The salary for this role is $140,000 – $170,000. Final offer amounts are determined by multiple factors, including prior experience and location, and may vary from the amount listed.