Project Manager- Customer Escalation

Job description

Are you a Project Manager who thrives in high-visibility situations and enjoys leading cross-functional teams to resolve critical customer and field issues? If so, we may have the perfect opportunity for you! This position will provide an opportunity to demonstrate your leadership ability, build strong relationships across technical and field-facing teams, and contribute directly to customer satisfaction and loyalty. ASSA ABLOY is the worldwide leader in access solutions. As a Customer Escalation Project Manager, you will manage major customer escalations, including both incident response activities and corrective-action projects for Electronic Access Control products operating in customer environments. You will oversee a portfolio of concurrent escalation efforts addressing severe performance degradation, system instability, or loss of functionality. While these incidents require immediate response and coordination, many may remain active for weeks or months until permanent corrective actions are fully implemented. This position reports to the Access and Egress Hardware (AEH) Program Management Office and is an on-site role located in either New Haven, CT or Berlin, CT. What will you be doing You will manage high-priority customer escalation response activities for Electronic Access Control products, serving as the central point of accountability from issue identification through resolution. You will coordinate the response of cross-functional teams, establish priorities, drive decision-making, and oversee the corrective actions needed to restore customer operations as quickly as possible. In partnership with Technical Support, engineering, testing, field service, integration, and other customer-facing teams, you will oversee investigation, root cause analysis, validation, deployment, and recovery activities. You will maintain project plans, manage risks and dependencies, lead escalation reviews, and support clear, timely communication with customers and stakeholders while ensuring rapid execution in high-pressure situations. What are we looking for The ideal candidate will have experience coordinating complex technical work or supporting the investigation and resolution of customer-facing technical issues. Additional qualifications include: Bachelor's Degree in Computer Science, Engineering or a related technical discipline with exposure to software, firmware, systems, or electronic products. 3-5 years of progressive experience in engineering, technical support, project management, customer escalation management, or related technical disciplines. Ability to lead cross-functional teams, assign actions, establish priorities, resolve obstacles, and escalate risks without direct management authority. Strong communication skills, including the ability to effectively engage technical and business stakeholders and translate technical issues into business impacts, risks, and required decisions. Ability to remain calm, reassuring, and resolution-focused during high-pressure situations. Proficiency with project management and collaboration tools, including Jira, Confluence, Microsoft Project, Excel, and PowerPoint. Project Management Professional (PMP) and Scaled Agile Framework (SAFe) certifications are a plus. Must be open to occasional travel and possess, or be able to acquire, a valid passport. What we offer We are passionate about providing amazing opportunities and benefits, so that you can enjoy a lifelong career with us. Annual Bonus. Continuous professional development opportunities and an environment that fosters internal growth and mobility. Competitive compensation and benefits package which includes multiple healthcare options, tuition reimbursement, and matching 401k. Generous holiday schedule and paid time off to refresh and recharge. Employee pricing on our products and discount programs for travel, entertainment, and more! We review applications regularly, so don’t hesitate, apply today! We are the ASSA ABLOY Group Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally. As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.