Critical Situation Manager (Remote, Europe)

Job summary

The role of Critical Situation Manager involves leading critical situations to ensure timely resolutions and driving continuous improvement through post-escalation reviews. This position is vital for maintaining customer trust and experience during high-impact scenarios, requiring collaboration with various teams including Support, Product, Engineering, and Customer Management. The role is hybrid and can be based in multiple locations across Europe.

Qualifications

• Minimum of 3 years of experience in managing critical incidents or escalations in a B2B SaaS, technology, or logistics environment.
• Fluency in English; proficiency in additional local languages is advantageous.
• Strong stakeholder management and influencing skills across different functions.
• Ability to thrive in high-pressure, fast-paced situations.
• Data-driven mindset with a focus on action and results.

Responsibilities

• Lead and coordinate critical situations to ensure satisfactory resolutions.
• Act as the customer’s voice during escalations, aligning cross-functional teams for efficient issue resolution.
• Create and execute action plans during incidents, ensuring structured follow-up through post-incident reviews.
• Provide insights and reporting to minimize future escalations and enhance customer experience.
• Build strong relationships across teams and influence stakeholders to drive service quality improvements.

Skills

• Strong communication skills with the ability to engage senior stakeholders and customers.
• Resilience and capability to work autonomously while fostering collaboration.
• Customer-focused approach with a commitment to delivering excellent service.

Education

• Relevant degree or equivalent experience in a related field is preferred.

Tools

• Familiarity with incident management tools and customer relationship management software is beneficial.