Director, Escalations

Description

We are seeking a highly motivated and experienced Director of Escalations to lead our dynamic team of escalation managers. This role is critical in ensuring customer satisfaction and maintaining strong client relationships by efficiently and effectively resolving critical issues. The ideal candidate will be a strategic leader with a passion for problem-solving, team development, and leveraging innovative solutions.

Responsibilities

• Lead a team of experienced escalation managers to accomplish team objectives.
• Engage with team members to document professional goals and provide career mentoring.
• Establish collaborative relationships with leaders in organisations that include Account Success, Support, Renewals, Sales, and CIC.
• Engage with customers and account teams to solve problems quickly and thoroughly.
• Develop innovative projects to further our team's value both externally and internally.
• Drive team initiatives that support quality, consistency, and growth.
• Incorporate AI / automation wherever possible to facilitate workforce scalability.
• Ensure your team manages escalations with effective mitigation, communication, and empathy.
• Update executives on escalations, issue trends, proactive risk identification, and other topics related to their businesses.
• Manage individual performance to ensure all team members are maximising value and contribution.
• Develop and implement best practices for escalation management, aiming for continuous improvement in resolution times and customer satisfaction.
• Analyse escalation trends to identify root causes and work cross-functionally to implement preventative measures.
• Act as a point of escalation for complex or high-priority customer issues, providing guidance and support to the team.
• Foster a culture of accountability, continuous learning, and customer-centricity within the team.
• Prepare and present regular reports on escalation metrics, performance, and strategic initiatives to senior leadership.
  
  

Experience Required

• Experience in leadership, specifically managing customer-facing or support teams.
• Interest in ongoing professional development and staying abreast of industry best practices.
• Knowledge of AI and a strong desire to explore and implement automation solutions to enhance team efficiency.
• Strong desire to develop talent and a proven track record of mentoring and coaching team members.
• Flexibility to accommodate dynamic customer escalations, including occasional after-hours or weekend availability.
• Responsiveness to urgent requests by executives, colleagues, and customers, demonstrating a calm and effective approach under pressure.
• Exceptional written and verbal communication skills, with the ability to articulate complex issues clearly and concisely to diverse audiences.
• Ability to operate effectively in a fast-paced, high-pressure environment while maintaining a customer-focused approach.
• Proven ability to build strong relationships and influence stakeholders at all levels.
• Demonstrated problem-solving skills with a methodical and analytical approach.
• Certifications: PMP, ITIL, or other relevant customer service/project management certifications.
  
  

At Salesforce we encourage applications from Aboriginal and Torres Strait Islander peoples. Salesforce Australia is committed to walking together with the Traditional Custodians of this land, Australia’s First Nations peoples, as we forge a path to reconciliation. Please see our Reconciliation Action Plan for more information.