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Sr. Product Escalation Manager

Illumio· Product Management
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HQ - Sunnyvale (Office)$161k - $185kFull-timePosted 2mo ago

About the role

Senior Escalation Manager responsible for end-to-end management of customer-facing escalations requiring cross-functional engagement across Product, Engineering, Cloud Operations, SRE, Security, and Executive Leadership, plus post-incident RCA governance and lifecycle optimization.

Responsibilities

  • Own the Escalation Lifecycle: act as central coordinator for all escalations entering Product & Engineering; evaluate severity; route issues; establish ownership and visibility; monitor progress.
  • Drive Cross-Functional Resolution: lead cross-functional meetings; coordinate activities across Support, Customer Success, Product Management, Engineering, SRE, Operations, and Leadership; align mitigation plans and resolutions.
  • Manage Executive and Customer Escalations: provide structured executive updates; ensure timely field communications; partner with Customer Success and Support leadership; represent Product & Engineering interests while maintaining customer advocacy.
  • Own RCA and Corrective Action Governance: manage Root Cause Analysis program; ensure timelines and commitments; track corrective actions; identify recurring issues; drive long-term improvements with engineering leaders.
  • Build Operational Excellence: develop escalation metrics, dashboards, and executive reporting; measure escalation trends, aging, response times, SLA adherence, RCA completion, and corrective action closure; establish governance and continuous improvement processes.

Qualifications

  • 7+ years of experience in Technical Support, Escalation Management, Technical Account Management, Incident Management, Customer Success Engineering, or Technical Program Management
  • Experience managing enterprise customer escalations
  • Strong understanding of SaaS products, cloud platforms, and enterprise software environments
  • Proven ability to coordinate work across multiple technical organizations
  • Experience leading cross-functional initiatives without direct authority
  • Exceptional communication and executive presentation skills
  • Experience driving Root Cause Analysis programs and post-incident reviews
  • Strong organizational, analytical, and problem-solving skills
  • Ability to thrive in fast-paced, ambiguous, and high-pressure situations

Skills

Required:Escalation managementRoot Cause Analysis (RCA)Cross-functional leadershipExecutive communication

Benefits

  • Medical, Dental, Vision Coverage
  • Health and Dependent Savings Accounts
  • Life and Disability Programs
  • Paid Parental Leave
  • Voluntary Benefit Programs
  • Company Sponsored Wellness Program
  • Wellness Reimbursement Program
  • Retirement Savings
  • Equity Opportunities
  • Paid time off and Paid Holidays
  • Employee Incentive Program
Last updated Oct 7, 2026. Interested? Apply on the company site.

About Illumio

The Breach Containment Company

Explore Illumio, the world's first breach containment platform. Stop cyber attacks before they spread with cloud detection and microsegmentation.

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