Key Facts

Remote From:

Full time

Mid-level (2-5 years)

English

Hard Skills

Triage Project Management Escalation Management Root Cause Analysis Meeting Facilitation Continuous Improvement Process Sales Planning Escalation Procedures Go Server Log Analysis +17 more

Other Skills

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Progress Reporting
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Consulting
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Prioritization
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Professionalism
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Non-Verbal Communication
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Accountability
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Leadership
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Teamwork
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Organizational Skills
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Problem Solving

Roles & Responsibilities

Bachelor's degree
3+ years of project management experience
Demonstrated effective leadership skills
Advanced written and oral communication skills

Requirements:

Own and manage escalations end-to-end, acting as the primary point of contact to ensure timely progress, triage critical go-lives/production issues, and remove blockers across cross-functional teams until closure.
Gather and validate technical details (logs, reproduction steps, impact statements) to enable efficient engineering investigation and coordinate resources across support, engineering, product, and sales to drive fixes.
Facilitate escalation cadence and stakeholder communication: run escalation meetings, set expectations, provide status updates, document action items/owners, and ensure alignment with Technical Supervisors.
Maintain customer relationships and manage risk during high-pressure situations, de-escalate situations through transparency and action plans, and monitor quality to identify root causes and prevent repeat escalations.

Job description

Description

FT/Direct hire/Remote USA

The Escalation Manager owns high-impact customer and project escalations from intake through resolution, serving as the primary PSG point of contact and coordinating cross-functional teams to drive timely outcomes. This role leads escalation cadence, communicates status and risks to internal and external stakeholders, and partners closely with Development and Product to remove blockers and prevent recurrence through root-cause and continuous improvement efforts.

Essential Duties and Responsibilities

Escalation Ownership & Resolution Management:

>Own and manage escalations end-to-end (often as the single point of contact), ensuring timely progress and resolution.

>Triage and prioritize critical issues impacting go-lives, production environments, upgrades, or key deliverables.

>Remove blockers and drive accountability across teams until closure, including follow-ups with Development/Product.

Technical Triage & Engineering Liaison:

>Gather and validate required technical details (logs, reproduction steps, impact statements) to enable efficient engineering investigation.

>Coordinate cross-functional resources (support/consulting, engineering/development, product, sales, etc.) to drive the fix and keep momentum.

Stakeholder Communication & Cadence:

>Facilitate clear communication: run escalation meetings, set expectations, provide status updates, document action items/owners, and manage stakeholder alignment.

>Drive adherence to escalation procedures by working closely with Technical Supervisors.

Customer Experience & Risk Management:

>Maintain customer relationships and professionalism during high-pressure situations; de-escalate risk through transparency and plan-of-action.

Continuous Improvement & Quality:

>Monitor overall project/service quality and identify patterns/root causes to prevent repeat escalations.

Required Skills and Experience

>Bachelor’s degree

>3+ years project management experience

>Demonstrated effective leadership skills

>Advanced written and oral communication skills

>Excellent organizational skills

>Willing to identify, own, and solve problems independently and as part of a team

>Ability to identify key issues through accurate problem triage

>Enhanced product knowledge of Spok products

>In-depth working knowledge from Care Connect CTI perspective a plus

Pay and Benefits: There are a host of factors that can influence final salary for a position at Spok, including, but not limited to, geographic location, relevant prior work experience, specific skills and competencies, education, and certifications. Our employees value the flexibility at Spok that allows them to balance quality work and their personal lives. We offer competitive compensation, benefits and learning and development opportunities. Our broad and competitive mix of benefits options is designed to support and protect employees and their families. At Spok, you will receive comprehensive benefits such as; three robust health, pharmacy, vision and dental care plans including a health savings account option, wellness, financial wellness, retirement, family support, continuing education, and time off benefits.

Spok, Inc., a wholly owned subsidiary of Spok Holdings, Inc. (NASDAQ: SPOK), headquartered in Plano, Texas is proud to be a global leader in healthcare communications. We deliver clinical information to care teams when and where it matters most to improve patient outcomes. Top hospitals rely on the Spok Care Connect® platform to enhance workflows for clinicians and support administrative compliance. Our customers send over 70 million messages each month through their Spok® solutions. Spok enables smarter, faster clinical communication.

Spok is a trademark of Spok Holdings, Inc. Spok Mobile and Spok Care Connect are trademarks of Spok, Inc.

At Spok, Inc., we provide equal opportunity to all employees and qualified applicants without regard to race, color, creed, religion, national origin, gender, sexual orientation, age, gender identity, genetic information, pregnancy, disability, protected veteran status, or any other protected status or characteristic. Should you have a disability and need assistance or accommodation in the application process, contact Human Resources at 1-800-852-8935