Escalation Manager

* United States of America - North Carolina - Morrisville
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Description and RequirementsDescription and Requirements
The Escalation Manager (EM) is a member of Lenovo’s Worldwide ISG Client Care team, responsible for leading the resolution of critical customer situations involving complex technical issues. Engaged on a case-by-case basis, the EM serves as Lenovo’s ISG primary escalation lead, coordinating internal teams and external partners to establish clear ownership, execute a structured resolution plan, and maintain timely, consistent communication.
The EM provides end-to-end escalation leadership, aligning technical resources, business stakeholders, and customer expectations to restore customer operations and confidence in Lenovo.
Primary Responsibilities
Lead cross-functional resolution efforts: Partner with business units, technical teams, and external organizations to ensure issues are clearly defined, understood, documented, and escalated appropriately.
Mobilize the right resources: Engage the expertise and decision-makers needed to resolve each situation. Lead internal and customer-facing meetings to establish priorities, assign ownership, and drive progress against a coordinated action plan.
Own customer escalation communications: Serve as the primary escalation contact, ensuring the customer understands the technical action plan, next steps, commitments, and progress toward resolution.
Maintain stakeholder alignment: Coordinate internal and external status updates, meetings, and communications to provide a consistent understanding of risks, dependencies, and outstanding actions.
Keep leadership informed: Provide early notification and regular updates to senior and executive management on high-visibility situations, including customer impact, resolution status, risks, and decisions or support required.
Develop clear customer presentations: Partner with Product Engineering, Development, and Services to communicate technical findings, resolution strategies, and recovery plans.
Coordinate approved replacements: Oversee fulfillment of approved parts and system replacement requests, tracking delivery and completion against customer commitments.
Drive continuous improvement: Lead special projects and identify opportunities to improve the customer experience, strengthen escalation execution, and increase operational efficiency.
Close the loop: Complete a documented lessons-learned review for each closed escalation, identifying actionable improvements, accountable owners, and follow-up activities to address gaps and reduce recurrence.
Basic Qualifications:
7+ years of professional experience in a Escalation Manager, Technical project manager, or similar role
Minimum of 2 years experience in a customer facing role
Experience in the Server, Datacenter or Infrastructure space
Preferred Qualifications:
Masters Degree
Project management Certifications such as PMP or PMI
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, religion, sexual orientation, gender identity, national origin, status as a veteran, and basis of disability or any federal, state, or local protected class.Additional Locations : * United States of America - North Carolina - Morrisville
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