Sr. Escalation Manager, eero CX Eng

At eero we pride ourselves in providing every customer a world class experience. Our mission is to make technology in homes and businesses just work — through fast, reliable, secure connectivity. Fixing connectivity in the home is, however, just the start. We're working on the building blocks of the small business solutions and smart homes by designing our own hardware, enabling it with powerful software, and tying it all together to the cloud.
We are seeking an Escalation Manager to join our Customer Experience Engineering team, focused on escalation management, tracking, and stakeholder communication. This individual will own the end-to-end escalation lifecycle across all eero engineering teams, ensuring issues are tracked, prioritized, communicated to executives, and driven to resolution. They will work cross-functionally with Product, Engineering, and CX teams to improve the speed and quality of escalation resolution, building mechanisms that create visibility and accountability across the organization.
The Escalation Manager role carries significant responsibility for managing complex escalation programs, building tracking and reporting mechanisms, ensuring strong executive communication, and driving cross-functional teams toward faster resolution. You will have the opportunity to operate with a high degree of ownership and independence, proactively identifying process gaps, building scalable escalation frameworks, and influencing teams outside of your direct organization to prioritize customer-impacting issues.


Key job responsibilities
As the single threaded owner for Escalation Management on our NSE team, you will be responsible for the programmatic oversight of escalations across eero's engineering organizations. You'll build and maintain tracking systems, drive accountability, and ensure executives have clear visibility into escalation status and trends.

As the Sr. Escalation Manager, you will:
- Own the end-to-end escalation tracking program across eero engineering teams
- Build and maintain mechanisms to track escalation status, SLAs, aging, and resolution quality
- Provide regular executive updates on escalation status, trends, and systemic issues requiring leadership attention
- Drive Product, Engineering, and CX teams to improve speed and quality of escalation resolution through clear accountability and follow-up
- Partner with the NSE Manager and Support Engineers to ensure escalation intake, classification, and routing are efficient and accurate
- Identify systemic trends in escalations and advocate for root-cause fixes with engineering and product teams
- Design and implement escalation SLAs, reporting cadences, and communication frameworks
- Manage executive, VIP, and partner escalation communication programs — ensuring stakeholders are informed with the right level of detail at the right frequency
- Participate in strategic initiatives including long and short term business planning, operational reviews, and reporting
- Drive process improvement initiatives that reduce escalation volume, improve resolution time, and enhance customer experience

- 5+ years of technical product or program management experience
- 7+ years of working directly with engineering teams experience
- 3+ years of software development experience
- 5+ years of technical program management working directly with software engineering teams experience
- Experience managing programs across cross functional teams, building processes and coordinating release schedules

- 5+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
- Experience managing projects across cross functional teams, building sustainable processes and coordinating release schedules
- Experience defining KPI's/SLA's used to drive multi-million dollar businesses and reporting to senior leadership
- Experience in networking, connected devices, or consumer electronics industries
- Experience working with CX/Support organizations and understanding of customer support operations

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, CA, San Francisco - 171,000.00 - 231,400.00 USD annually
USA, ID, Boise - 148,700.00 - 201,200.00 USD annually
USA, WA, Seattle - 148,700.00 - 201,200.00 USD annually