Lead enterprise incident escalations in Canada, combining executive communication, customer advocacy, and structured resolution planning across global teams.

As an Incident & Escalation Lead, you will manage complex customer situations through resolution and relationship recovery. The work spans Engineering, Support, Product, Customer Success, and Sales. You will coordinate stakeholders, communicate clearly, and make structured decisions when information is incomplete.

Key Responsibilities

Own complex executive-level and commercial escalations from engagement through resolution

Coordinate cross-functional teams to drive accountable customer resolutions

Maintain customer-facing resolution plans and milestone updates





Lead external escalation communications using approved schedules

Conduct post-escalation reviews and relationship recovery plans

Requirements

Experience in enterprise technical support or escalation management

Success managing complex multi-stakeholder escalations through resolution

Excellent written and verbal communication skills

Ability to coordinate teams without direct authority

Availability for executive escalation on-call coverage

Apply enterprise escalation management, executive communication, and customer advocacy skills to protect trust during critical incidents.

📌 Enterprise Incident Escalation Lead (Winnipeg)
🏢 Jobgether
📍 Winnipeg