431 jobs for "Incident Manager"

Escalation Manager

At Cornerstone OnDemand - Krakow

Posted on Nov 3

View job Apply on company site

HSSE Manager - New construction

At Hitachi Energy - London

Posted on Oct 21

View job Apply on company site

Global AI Platform Manager

At Hitachi Energy - Zurich

Posted on Oct 15

View job Apply on company site

AI Platform Engineering & Operations Manager

At Hitachi Energy - Krakow · Bengaluru

Posted on Oct 15

View job Apply on company site

Manager, Application Support

At Ensono - Pune

Posted on Oct 15

View job Apply on company site

Senior Cybersecurity Engineering Team Manager

At Aptiv - Bangalore

Posted on Oct 14

View job Apply on company site

Assistant Facilities Manager

At Jabil - Bayan Lepas

Posted on Oct 9

View job Apply on company site

Environmental Health & Safety Manager

At Jabil - Florence

Posted on Jul 7

View job Apply on company site

Manager I, Technical Support Engineering

At Datadog - Seoul

Posted on Jun 25

View job Apply on company site

Manager, Security

At Formation Bio - New York · Boston

Posted on Nov 6

View job Apply on company site

Customer Service, Escalation - Team Manager (Hindi)

At Agoda - Gurgaon Based Only! No relocation provided

Posted on Oct 27

View job Apply on company site

Cornerstone OnDemand

Escalation Manager

Krakow, PolandPosted 5 days ago

Apply on company site View full job

ABOUT CORNERSTONE Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept - one customer, one case, one conversation at a time.

In this role you will...•Take ownership transfer of escalated cases end-to-end: comms, coordination, and the Engineering partnership - the handover itself is the customer's proof of escalation.
•Communicate at least daily in plain language, with ETAs from SLOs - and prove we meet them.
•Score every escalation with EIM (Revenue at Risk + Cornerstone Cost); apply the fairness override only in the open, never around the list.
•Serve as the single entry point to the OneList: merge duplicates (raising EIM), and never let an item leave review without an Engineering owner and date.
•De-escalate by voice - a phone call resolves what ten emails cannot; leave every customer knowing who is fighting for them.
•Keep the originating pod informed while keeping them productive - agents stay out of Engineering threads.

You've got what it takes if you have...
•4+ years escalation, incident, or critical-situation management in enterprise SaaS.
•Command presence in chaos: structured, calm, relentless follow-through.
•Fluency with EIM economics and SLO discipline; Salesforce rigor.
•Writing that executives trust and customers understand.
GATES: escalation cycle time (EIM-weighted) • zero unconfirmed closures • daily-comms compliance • customer confirmation rate.
IN YOUR CORNER Connect Live • Advocate • Relentless • Earned Resolution - every customer leaves knowing Cornerstone Support is in their corner.

About Cornerstone OnDemand

Size: 1,001 - 5,000 employees
Industry: Technology

View company profile