Sr Escalation Manager

Strength in Trust 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.

Salary Range $71,250—$95,000 USD

Where we Work 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. Benefits As 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. Resources Check out the following to learn more about OneTrust and its people:

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

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