Escalation Manager
$159,000–$196,000 year
HybridTempe, Arizona, United States
Job Summary
Serve as the primary operations leader and escalation point for high-priority safety and operational issues, making real-time, safety-driven judgment calls to protect the community and general public. Resolve complex situations under pressure by balancing risk, safety, and operational continuity while partnering with local leadership, Engineering, and Safety to direct immediate response actions. Lead daily shift and weekly reporting for notable events, collaborate in structured post-incident reviews to capture root causes, and translate findings into updated policies, workflows, and playbooks. Standardize escalation frameworks and decision playbooks to ensure consistency across all markets, coordinate product releases with vendor teams, and maintain strict compliance with safety and regulatory standards. This hybrid role requires rotating shifts including nights, weekends, and holidays to ensure 24/7 coverage. You will report to the Head of Event Response and be based in Phoenix, AZ, championing a culture of safety and accountability across internal teams and vendor partners.
Required Qualifications
- Proven experience in high-pressure operational environments such as network operations, aviation, emergency response, or critical infrastructure
- Mastery in real-time critical thinking and de-escalation, with the emotional intelligence to prioritize safety and operational continuity during complex incidents
- Exceptional verbal and written skills, with the ability to provide authoritative direction to cross-functional teams and deliver concise briefings to executive leadership
- Experience with workflow management tools, escalation systems, and knowledge management practices
- Proficiency in operating communication and a variety of SW tools and emergency response protocols and interpreting large sets of data to extract trends and analysis
- Bachelor's degree, or in lieu of a degree, an additional 4+ years of work experience with program management in operations, strategy, and planning
- Candidates should be willing and able to work rotating shifts, including nights, weekends, and holidays, to ensure 24/7 coverage to support the operations
Desired Qualifications
- Experience in Leading Command Center/Dispatching: Previous experience as a leader in emergency role is preferred, as it provides a foundation for handling emergency calls and coordinating with emergency responders effectively
- Certification in Emergency Telecommunications (Preferred): While not always required, certification in emergency telecommunications or a related field demonstrates proficiency in dispatch procedure
- Previous experience in law enforcement or operations / emergency services with specialized training in de-escalation and managing high-distress scenarios
- Prior exposure to the autonomous vehicle or rideshare industry
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