Manager, Escalation Management CONFLUENT

**Introduction** At IBM Software, we transform client challenges into solutions. Building the world's leading AI-powered, cloud-native products that shape the future of business and society. Our legacy of innovation creates endless opportunities for IBMers to learn, grow, and make an impact on a global scale. Working in Software means joining a team fueled by curiosity and collaboration. You'll work with diverse technologies, partners, and industries to design, develop, and deliver solutions that power digital transformation. With a culture that values innovation, growth, and continuous learning, IBM Software places you at the heart of IBM's product and technology landscape. Here, you'll have the tools and opportunities to advance your career while creating software that changes the world. With Confluent, data doesn't sit still. We put information in motion, streaming in near real time so organizations can react faster, build smarter, and deliver experiences as dynamic as the world around them. **Your role and responsibilities** We are seeking a Manager of the Escalation Management team to join our Global Technical Support organization at Confluent. This is a remote leadership position responsible for overseeing a team of Escalation Managers within the global Escalation Management function, supporting customers who use Confluent's cloud and on-prem products through escalation and incident management processes. The Manager will drive operational excellence, ensure customer satisfaction, and foster continuous improvement through effective leadership, cross-functional collaboration, and process optimization. What You Will Do Take accountability for direct reports and team members located across the EMEA, APAC, and AMER regions, fostering effective collaboration and regular interaction with employees in each region to ensure seamless execution of escalation management responsibilities. Lead, coach, and develop a team of Escalation Managers, ensuring high performance, engagement, and professional growth. Oversee and prioritize the handling of customer escalations and incidents, driving team accountability for resolution time and customer experience. Foster a culture of empathy, problem-solving, and continuous improvement across the team. Monitor trends, root causes, and metrics related to escalations; recommend and implement process improvements to drive operational efficiency and better outcomes. Act as a senior escalation point for critical incidents, ensuring swift resolution and effective communication with customers and internal teams. Guide team members in coordinating large cross-functional efforts, both internally and with customers, ensuring effective communication and executive-level reporting. Collaborate closely with Product Support, Engineering, Customer Success, and other stakeholders to advocate for customer needs and drive systemic improvements. Facilitate regular review and knowledge-sharing sessions to keep the team informed of technical updates, best practices, and lessons learned. Ensure adherence to and evolution of escalation and incident response processes; oversee seamless execution of regional and global transitions. Manage scheduling, including coverage for weekends and holidays, to guarantee 24/7 support continuity. Beyond the daily role during the week, you will also provide on-call coverage as a level 2 management escalation point during scheduled rotating weekends. Travel is limited to a few management offsites per year. **Required technical and professional expertise** * 4+ years of experience in Escalation Management, Technical Support, Incident Response, or related customer-facing leadership roles. * Proven team leadership and people management experience, including hiring, coaching, and performance management. * Strong written and verbal communication skills, with the ability to influence and lead cross-functional groups. * Demonstrated ability to analyze complex technical issues and guide teams toward effective solutions. * Experience developing and driving process improvements within a technical support or escalation environment. * Excellent collaboration skills, with a track record of building relationships and advocating for customers both internally and externally. * Steady, empathetic approach to stressful and high-impact situations. **Preferred technical and professional experience** * Working knowledge of Confluent products and related technologies is preferred. IBM is committed to creating a diverse environment and is proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, caste, genetics, pregnancy, disability, neurodivergence, age, veteran status, or other characteristics. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.