Global Technical Success & Escalation Manager - Remote

Responsibilities:

Escalation Ownership & Management 

• Own all business-critical and high-severity escalations across Jabra's global major accounts end-to-end — from intake through resolution, root cause analysis, and post-mortem. 

• Serve as the single internal point of accountability when Sales escalates a customer issue: triage the problem, define severity and SLA, and immediately mobilize the right cross-functional resources. 

• Navigate complex internal stakeholder environments — aligning Sales, Product Management, Technical Support, and R&D around a shared resolution plan with clear ownership and timelines. 

• Establish and maintain structured escalation processes including communication cadences, status reporting, and executive updates throughout the lifecycle of each issue. 

• Produce clear, executive-facing incident summaries and root cause analyses (RCAs) for major incide...