Director, Escalation Management
Pure Storage · Lehi, UT | Raleigh, NC · Services & Support
About this role
Pure Storage is hiring a director-level Operations Manager based in Lehi, UT | Raleigh, NC. The posting calls out experience with Security, Data Visualization, SaaS, Cloud Computing. Compensation is listed at $134,000–$243,000 per year.
- Role
- Operations Manager
- Function
- operations
- Level
- director
- Track
- Individual contributor
- Employment
- Full-time
- Location
- Lehi, UT | Raleigh, NC
- Department
- Services & Support
More roles at Pure Storage
Job description
from Pure Storage careersWe’re in an unbelievably exciting area of tech and are fundamentally reshaping the data storage industry. Here, you lead with innovative thinking, grow along with us, and join the smartest team in the industry.
This type of work—work that changes the world—is what the tech industry was founded on. So, if you're ready to seize the endless opportunities and leave your mark, come join us.
THE ROLE
As the Global Director of Escalation Management, you will define and lead the worldwide strategy for transforming our most complex, business-critical customer crises into moments of enduring trust and long-term partnership. Operating as a pivotal leader within the Customer Experience (CX) organization, you will champion a global team of Escalation and Duty Managers to drive rapid, decisive resolutions across the Everpure Platform. You will act as the ultimate point of cross-functional accountability—bridging Technical Services, Escalation Engineering, and Executive Leadership to modernize our response framework through predictive analytics and automation. This is a high-visibility, high-impact role designed for a strategic orchestrator ready to protect global fleet health and champion the customer voice at the highest levels of engineering priority.
WHAT YOU'LL DO
- Architect Worldwide Crisis Strategy: Design, execute, and continuously modernize a world-class global escalation framework, enforcing strict Service Level Objectives for 24/7/365 coverage while pioneering predictive analytics to preemptively mitigate customer friction.