• Own and lead the company’s most critical technical escalations, particularly those involving executive customers, multi-product complexity, or material revenue risk • Act as the single-threaded escalation owner, accountable from intake through stabilization and formal exit • Translate technical failures into clear business impact, ensuring resolution paths align to customer outcomes and retention goals • Diagnose root cause through close partnership with Support, Engineering, Product, and Solutions leaders • Direct cross-functional escalation teams, clearly defining ownership, expectations, timelines, and success criteria • Lead executive-level internal and external escalation meetings with structured communication and clear decision points • Maintain escalation prioritization, action plans, and executive summaries for leadership visibility • Drive post-escalation reviews to surface systemic issues and reduce repeat failures • Partner with the RDR Program Lead to evolve escalation criteria, operating cadence, and scale readiness