OneTrust’s mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldn’t slow teams down—it should accelerate what’s possible. This led us to develop the first technology platform for responsible data use in 2016. Today, with AI representing the latest and most impactful expansion of data yet, OneTrust is once again redefining what responsible innovation looks like. OneTrust, the AI‑Ready Governance Platform™, unifies regulatory intelligence, automation, and connected governance workflows so businesses can continue to move at the speed of AI while ensuring good governance to prevent data misuse at scale. Trusted by thousands of organizations worldwide, OneTrust is shaping the future where trusted data becomes a transformative force for business and society.
Sr Customer Escalations Manager
About the role
As a Sr Customer Escalations Manager, you will lead the resolution of complex, high-priority customer issues. You’ll serve as a trusted point of contact for customers during challenging situations, coordinate cross-functional teams, and ensure issues are resolved quickly, clearly, and thoughtfully.
Your work will help strengthen customer trust, improve satisfaction, reduce recurring issues, and support long-term retention.
What you’ll do
- Own the end-to-end management of customer escalations, from initial response through resolution and follow-up.
- Partner with Support, Engineering, Product, Customer Success, and other teams to investigate issues and coordinate timely resolutions.
- Maintain clear, consistent communication with customers and internal stakeholders throughout the escalation process.
- Translate complex technical information into clear, audience-appropriate updates for both technical and non-technical stakeholders.
- Coordinate root-cause analysis and communicate what happened, how the issue was resolved, and how similar issues will be prevented.
- Lead follow-up conversations with customers to review resolutions and preventive actions.
- Monitor high-priority customer accounts proactively to identify and address potential issues before they escalate.
- Manage multiple escalations at once while keeping priorities, timelines, and stakeholders aligned.
- Maintain accurate escalation records, known-defect information, workarounds, and lessons learned.
- Identify trends and recommend process, product, or service improvements that reduce future escalations.
What you’ll bring
- 5–7 years of experience in customer support, customer success, incident management, or a related customer-facing function.
- Experience managing complex or high-priority customer issues in a fast-paced environment.
- Strong analytical and problem-solving skills, including the ability to identify root causes and drive lasting solutions.
- Demonstrated ability to lead through influence and coordinate work across technical and non-technical teams.
- Excellent written, verbal, presentation, and negotiation skills.
- A customer-first mindset, with empathy and the ability to build trust during high-pressure situations.
- Strong judgment, composure, adaptability, and prioritization skills.
- A proactive approach to identifying risks, anticipating challenges, and improving processes.
- Strong organization and time-management skills, with the ability to manage multiple priorities independently.
- Commitment to leading with OneTrust values.
Extra impressive
- Knowledge of the trust, privacy, security, or compliance technology industry.
- ITIL V4 Foundation certification.
- Relevant certifications such as IAPP, PMP, or CCSM.
- Experience with tools such as Salesforce, Jira, and Microsoft Office.
- Fluency in more than one language.
How success will be measured
- Escalated issues are resolved within agreed timelines and with minimal business impact.
- Customers receive timely, transparent communication and report strong satisfaction after resolution.
- Root-cause analyses are completed and shared within agreed service-level expectations.
- Recurring issues and repeat escalations decrease over time.
- Escalation documentation, resolutions, and lessons learned are accurate and actionable.
- Customer confidence, retention, and long-term relationships are strengthened.
For California, Colorado, Connecticut, Nevada, New York, Rhode Island, and Washington-based candidates: the annual base pay range for this role is listed below. Within this range, individual pay is determined by several factors, including location, job-related skills, work experience, and relevant education and/or training. This role may also be eligible for discretionary bonuses, equity, and/or commissions, as well as benefits.
We are embracing an office-first culture, encouraging three days a week in office for most roles, with meaningful opportunities to collaborate and celebrate in person.
Each role may have specific requirements or flexibility depending on the scope of the position, so we encourage you to verify this with your recruiter during your first interview.
BenefitsAs an employee at OneTrust, you will be part of the OneTeam. That means you’ll receive support physically, mentally, and emotionally so that you can do your best work both in and out of the office. This includes comprehensive healthcare coverage, flexible PTO, equity RSUs, annual performance bonus opportunities, retirement account support, 14+ weeks of paid parental leave, career development opportunities, company-paid privacy certification exam fees, and much more. Specific benefits differ by country. For more information, talk to your recruiter or visit onetrust.com/careers.
ResourcesCheck out the following to learn more about OneTrust and its people:
- OneTrust Careers on YouTube
- @LifeatOneTrust on Instagram
You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in our Privacy Overview. You can change your mind at any time and have your personal data removed from our database. In order to do this you must contact us and let us know you wish to be removed. The request should be made on the Data Subject Request Form.
Recruitment fraud warning: OneTrust is aware of scams involving false offers of employment with our company. The fraudulent jobs, interviews and job offers use fake websites, email addresses, group chat and text messages. Be aware that we never ask candidates for personal information, IDs or bank information during the interview process. We do not interview prospective candidates via instant message or group chat, and do not require candidates to purchase products or services, or process payments on our behalf as a condition of any employment offer. Please note that any legitimate interview availability requests will come directly from a OneTrust recruiter with an "@onetrust.com" email address. You may also receive legitimate emails from "@us.greenhouse-mail.io". Recruiters will only reach out to candidates who have applied for a role through our ATS (Greenhouse) or prospects via LinkedIn InMail. Job offers will come from a recruiter and may have a "@docusign.net" email address. For more information or if you have been targeted please reach out to [email protected].
Our Commitment to YouWhen you join OneTrust you are stepping onto a launching pad — the countdown has begun. The destination? A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer, your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely, unique career.
OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by local laws.
OneTrust San Francisco, California, USA Office
50 Fremont St Suite 2100, San Francisco, CA, United States, 94105
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