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Job Description:
The Manager leads the Global L3 Escalations function, overseeing the resolution of high-severity customer issues that present significant operational, financial, reputational, or customer retention risk. Working within established global escalation frameworks and operating procedures, the role drives effective incident management, cross-functional coordination, and timely stakeholder communication to support rapid issue resolution.
Responsibilities
- Own and continuously improve global escalation management processes, severity definitions, SLAs, and engagement models.
- Establish clear ownership, accountability, and resolution pathways across support, operations, sales, vendor, and product teams.
- Drive executive-level incident response and coordinate cross-functional resources during critical situations.
- Ensure consistent customer communications, status updates, and recovery plans during escalations.
- Serve as senior customer advocate during business-critical escalations.
- Lead, coach, and develop Global Escalation Associates.
- Establish incident management best practices and response standards.
Requirements
- Minimum of 5 years in Escalation Management, Customer Success, Technical Support, Operations, or Service Delivery with 3+ years in leadership roles managing critical customer issues.
- Experience supporting and directly interacting with different customer segments, including but not limited to enterprise, strategic or retail customers.
- High AQ (Adversity Quotient) and extensive experience overseeing high-urgency customer experience cases and escalations, with a strong track record of driving timely resolution, customer retention, and service recovery.
- Able to work in varying time zones to support the business.
- Regularly apply expertise in day-to-day activities. May fill the role of a staff member in complex situations. Experience in communication tools across telephone, email and Video Conferencing (Teams), as well as client, case management and ticketing platforms (CRM, Zendesk, etc.)
Skills Required
- Minimum 5 years of experience in Escalation Management, Customer Success, Technical Support, Operations, or Service Delivery
- At least 3 years of leadership experience managing critical customer issues
- Experience supporting and directly interacting with enterprise, strategic, or retail customers
- Extensive experience overseeing high-urgency customer experience cases and escalations
- Track record of driving timely resolution, customer retention, and service recovery
- Ability to work across varying time zones to support the business
- Experience using telephone, email, and video conferencing tools such as Teams
- Experience using CRM, client, case management, and ticketing platforms such as Zendesk
- High Adversity Quotient and ability to apply expertise in complex situations
Ingram Micro Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Ingram Micro and has not been reviewed or approved by Ingram Micro.
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Strong & Reliable Incentives — Feedback suggests bonus eligibility is common and commission structures can lift total earnings in sales roles. Pay is described as solid and reliably on time in many contexts.
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Healthcare Strength — Feedback suggests the health offering is comprehensive, with multiple medical options including a copay-only plan and an HSA plan with employer funding. Wellness programs, pharmacy support, and an EAP reinforce the package.
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Retirement Support — Feedback suggests retirement support includes a 401(k) with company match and automatic savings features. This provides a structured foundation for long-term savings.
Ingram Micro Insights
What We Do
Ingram Micro helps businesses Realize the Promise of Technology™. It delivers a full spectrum of global technology and supply chain services to businesses around the world. Deep expertise in technology solutions, mobility, cloud, and supply chain solutions enables its business partners to operate efficiently and successfully in the markets they serve. Unrivaled agility, deep market insights and the trust and dependability that come from decades of proven relationships, set Ingram Micro apart and ahead.
