THE ROLE

As the Critical Account Program, Manager you will serve as the strategic owner for Everpure’s highest level of escalation engagement. You will lead cross-functional teams to resolve complex, systemic product and operational issues while protecting customer trust and brand reputation. In this role, you will bridge technical execution with executive strategy, maintaining visibility across all levels of leadership. Your primary focus will be driving timely resolutions, establishing operational governance, and converting crisis situations into continuous organizational learning.

WHAT YOU'LL DO

• Drive Strategic Escalation Management: Lead cross-functional engagement teams to systematically resolve high-priority customer and product escalations, safeguarding Everpure’s brand equity and customer relationships.
• Establish Governance & Operational Standards: Define, build, and maintain scalable governance, policies, and standard procedures to bring clarity and structure to complex, ambiguous crisis situations.
• Manage Executive & Crisis Communications: Serve as the primary liaison to senior executive leadership and C-level customer contacts, delivering transparent updates on critical issues, recovery progress, and post-mortem insights.
• Oversee Program Metrics & Continuous Improvement: Create, analyze, and report key performance indicators (KPIs) to drive continuous service improvements, optimize team workflows, and coach management teams on escalation best practices.
• Lead Post-Mortem & Preventative Initiatives: Facilitate rigorous root-cause analyses following major engagements to identify systemic issues, document lessons learned, and prevent repeat occurrences across product and operational lines.

WHAT YOU BRING

• Experience: 7-10+ years of experience in executive customer escalations and 10+ years of management experience.
• Education: Bachelor’s degree required; equivalent experience considered.
• Executive Escalation & Incident Leadership: Deep expertise leading high-stakes customer escalations, navigating crisis situations under pressure, and applying structured frameworks to resolve complex problem statements.
• Cross-Functional & Executive Alignment: Exceptional ability to partner with and influence cross-functional technical teams, manage executive expectations, and communicate clearly across all organizational tiers from engineers to C-level executives.
• Governance & Process Design: Proven track record in establishing operational governance, developing KPIs, and creating policies and workflows in complex, fast-changing environments.
• Technical & Incident Management Proficiency: Strong familiarity with enterprise incident management platforms (such as ServiceNow) and the ability to coordinate technical resources effectively during critical events.

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