Sr.EscalationManager,eeroCXEng

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 en