Sr Escalation Manager

OneTrusts mission is to enable innovation through the responsible use of data and AI. We believe that ensuring data is trusted shouldnt slow teams downit should accelerate whats 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 AIReady 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. Youll 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 youll 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 youll bring

• 57 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.

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.

As an employee atOneTrust you will be part of the OneTeam. That means youll 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 out the following to learn more about OneTrust and its people:

• OneTrust Careers on YouTube
• @LifeatOneTrust on Instagram

You have the right to have your personal data updated or removed. You also have the right to have a copy of the information OneTrust holds about you. Further details about these rights are available on the website in ourPrivacy Overview.You can change your mind at any time and have your personal data removed from our order to do this you must contact us and let us know you wish to be removed. The request should be made on theData Subject Request Form.

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When you join OneTrust you are stepping onto a launching pad the countdown has begun. The destination A career without boundaries working alongside a diverse and inclusive crew who is passionate about doing meaningful work. As a pioneer your voice and expertise will help chart the direction of an entirely new category. Our commitment to putting people first starts with you. Your growth is part of the mission. Our goal is to give you the power to embark on the next phase of your uniquely unique career.

OneTrust provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race color religion age sex national origin disability status genetics protected veteran status sexual orientation gender identity or expression or any other characteristic protected by local laws.