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Description

Escalation Manager

Location: Remote, USA

Employment Type: Full-Time

Compensation: $104,000.00 - $130,000.00 (Range applies to US candidates only) + Benefits/Variable Comp/Equity - Range may vary based on experience.

Benefits Offered: Vision, Medical, Life, Dental, 401K

Summary

The Escalation Manager is responsible for overseeing the resolution of critical customer-impacting issues across the OneStream Cloud platform. This role serves as the operational incident leader for high-severity events, ensuring incidents are managed with urgency, clear ownership, structured coordination, and transparent communication.

The Escalation Manager acts as the central coordination point during major incidents, partnering closely with Cloud Operations, Support, Platform Engineering, Cloud Engineering & Development, and Customer Success to drive rapid resolution and maintain customer confidence during complex situations.

In addition to incident coordination, this role drives continuous improvement of escalation and incident management processes. The Escalation Manager helps mature operational practices by improving incident response frameworks, strengthening root cause analysis discipline, and identifying systemic reliability improvements that reduce recurring incidents.

The ideal candidate brings strong technical operations knowledge, excellent communication skills, and experience leading incident response in high-availability SaaS or cloud environments. A passion for operational excellence, customer experience, and data-driven improvement is essential for success.

Primary Duties and Responsibilities

Lead the operational management of high-severity incidents and customer escalations across the OneStream Cloud platform.
Serve as the central coordination point during critical incidents, ensuring appropriate teams are engaged and resolution efforts remain focused and efficient.
Act as the incident manager during major incidents, maintaining situational awareness, coordinating response activities, and ensuring accountability for resolution actions.
Facilitate incident response calls, coordinate technical teams, and maintain executive-level communication during major incidents.
Clearly identify and assign resolution ownership to reduce ambiguity during incidents.
Ensure customers receive timely updates, clear communication, and strong ownership throughout the escalation lifecycle.
Own the operational incident lifecycle including incident declaration, coordination, escalation, communication, and post-incident review.
Drive root cause analysis (RCA) processes and ensure corrective and preventative actions are implemented and tracked to completion.
Track and manage escalated issues to resolution while identifying patterns, systemic risks, and recurring operational gaps.
Develop and improve incident management frameworks, escalation procedures, severity definitions, and operational runbooks.
Partner with cross-functional teams to reduce recurring incidents through automation, resiliency improvements, and architectural enhancements.
Monitor escalation metrics and operational KPIs including MTTR, incident frequency, and customer impact.
Lead post-incident reviews and drive accountability for operational improvements.
Own and drive measurable incident outcomes, including reduction in MTTR and reduction of recurring incidents.

Secondary Responsibilities

Collaborate with Customer Support, Cloud Operations, and Engineering teams to improve the customer experience during major incidents.
Maintain and evolve documentation for incident response procedures, escalation workflows, and communication templates.
Identify opportunities to improve monitoring, operational tooling, and incident coordination practices.
Contribute to reliability and operational maturity initiatives aligned with Site Reliability Engineering (SRE) practices.
Provide guidance and mentorship to engineers and support personnel on escalation and incident management best practices.

Required Education and Experience

Bachelor's degree in Computer Science, Information Technology, Engineering, or a related technical field, or equivalent professional experience.
5+ years of experience in cloud operations, incident management, site reliability engineering, or technical escalation management.
Proven experience coordinating and managing high-severity incidents in production cloud or SaaS environments.
Strong understanding of cloud infrastructure, distributed systems, networking fundamentals, and enterprise SaaS operations.
Experience coordinating cross-functional technical teams during complex production incidents.
Demonstrated experience operating incident management platforms used to coordinate major incident response (e.g., PagerDuty, Opsgenie, ServiceNow, or similar).
Experience using observability and monitoring tools to support incident diagnosis and response.
Demonstrated ability to communicate effectively with both technical teams and executive stakeholders during high-impact situations.
Strong analytical and problem-solving skills with the ability to drive root cause analysis and systemic resolution of operational issues.

Preferred Education and Experience

Experience working in enterprise SaaS, cloud-hosted application environments, or managed service providers (MSP/CSP).
Experience operating within Microsoft Azure environments.
Familiarity with incident management and problem management frameworks such as ITIL or SRE practices.
Experience working with observability platforms such as Datadog, New Relic, Prometheus, Grafana, or similar monitoring ecosystems.
Experience contributing to reliability engineering initiatives focused on improving service availability and operational maturity.
Relevant certifications such as Azure Fundamentals, Azure Administrator, ITIL Foundation, or reliability engineering certifications.

Knowledge, Skills, and Abilities

Strong leadership and coordination skills during high-pressure incident situations.
Ability to rapidly assess technical situations and drive structured incident response under pressure.
Strong situational awareness and decision-making during complex operational events.
Exceptional communication skills, including executive-level incident communication.
Customer-first mindset with strong ownership of outcomes.
Ability to manage multiple priorities in a fast-paced cloud operations environment.
Strong operational judgment and decision-making ability.
Experience analyzing operational metrics to drive improvement initiatives.
Ability to influence cross-functional teams without direct authority.
Commitment to continuous improvement, operational maturity, and service reliability.

Who We Are

OneStream is how today's Finance teams can go beyond just reporting on the past and Take Finance Further by steering the business to the future. It's the only enterprise finance platform that unifies financial and operational data, embeds AI for better decisions and productivity, and empowers the CFO to become a critical driver of business strategy and execution. Our vision is to be the operating system for modern finance, digitizing core financial functions and empowering the CFO to become a critical driver of business strategy. To learn more visit am11.safelinks.protection.outlook.com/?url=http%3A%2F%2Fwww.onestream.com%2F&data=05%7C01%7Ccbaetens%40onestreamsoftware.com%7Cefb0e697518e4c23f0fc08dbc514fcc3%7Cf9796dfaf91c40958663e77a96f2d645%7C0%7C0%7C638320466155766102%7CUnknown%7CTWFpbGZsb3d8eyJWIjoiMC4wLjAwMDAiLCJQIjoiV2luMzIiLCJBTiI6Ik1haWwiLCJXVCI6Mn0%3D%7C3000%7C%7C%7C&sdata=Nl1Wyl3SIFPonX%2BgKBN8QCK7IJ4IPiyyTFmec43bn7k%3D&reserved=0\" target=\"_blank\">www.onestream.com.

Why Join The OneStream Team

Transparency around corporate structure, salary, and benefits
Core value of customer success
Variety of project work (not industry-specific)
Strong culture andcamaraderie
Multiple training opportunities

Benefits at OneStream
OneStream employees are passionate, hardworking individuals who go above and beyond to keep our customers happy and follow through on our mission statement. They consistently deliver the best and in turn, we make every effort to keep them cared for and happy. A sample of the benefits we provide are:

Excellent Medical Plan
Dental & Vision Insurance
Life Insurance
Short & Long Term Disability
Vacation Time
Paid Holidays
Professional Development
Retirement Plan

All candidates must be legally authorized to work for any company in the country where this position is located without sponsorship.

OneStream is an Equal Opportunity Employer.

#LI-TO1 #LI-Remote

Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

Required

Preferred

Job Industries

Other

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Description

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The Sr Customer Care Specialist serves as an escalation resource for complex customer issues that are not resolved by frontline agents. Based in the optical production laboratory, this role partners closely with Customer Service and Lab Operations to investigate technical issues, support delayed orders, and facilitate accurate and efficient production flow. The position requires strong product and lab workflow knowledge, analytical problem-solving skills, and the ability to identify contributing factors to production delays or errors, playing an important role in protecting customer satisfaction and supporting continuous improvement efforts.
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Basic qualifications include a bachelor's degree in business administration or related field, 4+ years of customer service or call center experience, 3+ years of optical experience (customer service, lab operations, or related), strong understanding of optical lab workflows, experience with CRM platforms and telephony systems, and strong communication skills with a customer-focused approach.
Pay range: $48,804.33 - $73,053.33. This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.
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The Sr Customer Care Specialist serves as an escalation resource for complex customer issues that are not resolved by frontline agents. Based in the optical production laboratory, this role partners closely with Customer Service and Lab Operations to investigate technical issues, support delayed orders, and facilitate accurate and efficient production flow. The position requires strong product and lab workflow knowledge, analytical problem-solving skills, and the ability to identify contributing factors to production delays or errors, playing an important role in protecting customer satisfaction and supporting continuous improvement efforts.
Major duties and responsibilities include customer escalation management, lab and production coordination, production workflow monitoring and reporting, customer experience and process improvement, and standard customer service support.
Basic qualifications include a bachelor's degree in business administration or related field, 4+ years of customer service or call center experience, 3+ years of optical experience, strong understanding of optical lab workflows, experience with CRM platforms and telephony systems, and strong communication skills with a customer-focused approach.
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The company is in the middle of a significant transformation, expanding from its newspaper roots into a multimedia operation spanning digital, video, podcasts, live events, and data-driven civic engagement. NMG properties include the flagship Newsday and Newsday.com, NewsdayTV, the Newsday Live events series, and nextLI, a civic research and community forum platform funded by The Rauch Foundation.

A new 130,000-square-foot headquarters in Melville features a broadcast-quality TV studio and multimedia production space. Newsday Live produces a growing calendar of food and wine tastings, author talks, sports Q&As, concerts, and community events. Feed Me, the company's food and dining vertical, includes a web series, quarterly print magazine, and restaurant coverage. Brand 360, the in-house content studio, partners with advertisers across healthcare, education, energy, tourism, and retail.

Newsday's investigative unit has driven real-world change, from prompting schools to replace unsafe football helmets to contributing reporting that led to federal corruption convictions. Community programs include the Newsday Marching Band Festival, CheerFest, Scholar-Artist honors, and partnerships with local nonprofits focused on hunger, housing, youth education, and child welfare.

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