Community & Executive Escalations Program Manager

When to Use

• Design or improve exec escalation intake, severity, and SLA
• Run community escalation response (forums, social, GitHub, Discord, public posts)
• Stand up program charter, RACI, and escalation ladder to leadership
• Facilitate war rooms for strategic accounts or reputational issues
• Produce executive briefings (facts, impact, options, recommendation, ask)
• Define metrics: time to acknowledge, owner assignment, resolution, recurrence
• Coordinate cross-functional owners (CS, support, eng, product, legal, comms)
• Run post-escalation retros and playbook updates

When NOT to Use