Regional Escalation Manager, Americas

Job description

MRI Software is establishing a global Incident, Problem, & Escalation Management team to improve client impact visibility, accelerate restoration, strengthen accountability, and reduce repeat issues across the global support organization. The Regional Escalation Manager owns regional execution of this operating model. This role owns the regional escalation queue, drives high-severity and client-sensitive situations to resolution, leads escalation and problem coordination resources, and ensures consistent follow-through across Support, Product, Cloud Operations, Services, Managed Services, Client Success, and other cross-functional partners. This role combines live escalation leadership with prevention-oriented operational management. The Regional Escalation Manager restores control during active client-impacting situations while identifying recurring patterns, improving handoffs, strengthening communication discipline, and reducing avoidable escalations over time. Essential Duties and Responsibilities Regional Escalation Ownership Own the regional escalation queue, including prioritization, ownership clarity, severity alignment, and timely follow-through. Serve as the regional escalation authority for high-severity, client-sensitive, aging, stalled, or strategically important cases. Ensure escalations are managed consistently against global standards, playbooks, escalation criteria, and executive visibility triggers. Partner with regional Support leadership to identify operational risk, client impact, capacity pressure, and recurring product or service pain points. Maintain and own proactive communication cadence and ensure internal teams meet required commitments during escalated situations. Major Incident and Critical Situation Management Lead regional coordination during major client-impacting incidents and critical escalations. Apply a restore first, investigate second approach by supporting rapid service restoration while ensuring root-cause follow-through remains disciplined. Clarify technical ownership, communication ownership, and operational coordination responsibilities during active incidents. Ensure incident timelines, action owners, communication milestones, and post-incident review outputs are complete, accurate, and actionable. Escalate risks, blockers, and decision points to senior leadership with enough context and timing to support effective action. Queue Health, Risk Detection, and Prevention Monitor aging escalations, SLA risk, stalled strategic client cases, backlog trends, repeat issue patterns, and regional queue health. Use dashboards, case signals, backlog trends, and recurring issue patterns to identify risk before it becomes more severe or client-visible. Reinforce severity usage, ownership discipline, ticket quality, and data hygiene so reporting is reliable and actionable. Feed recurring themes, product pain points, and root-cause trends into the global problem management motion and Product Development follow-through. Support the transition from reactive escalation handling toward proactive risk detection, prevention, and operational intelligence. Team Leadership Lead, coach, and develop Escalation and Problem Incident Coordinators and Escalation Specialists aligned to the regional operating model. Set standards for queue ownership, follow-up discipline, handoff quality, documentation, and communication cadence. Build team capability in structured problem solving, operational judgment, stakeholder communication, and accountability management. Support workload planning, shift coverage, and routines needed to maintain global and regional continuity. Help identify opportunities for automation, AI-assisted workflows, reporting improvements, and process maturity. Reporting and Continuous Improvement Lead regional operational reviews, escalation reviews, post-incident reviews, and risk discussions on a defined cadence. Contribute regional inputs to executive reporting focused on client impact, backlog risk, repeat failure themes, restoration performance, and recovery confidence. Improve playbooks, communication templates, severity practices, handoff routines, and escalation processes based on operating experience. Partner with global leadership to mature KPIs, dashboards, operating standards, and preventive support practices. Qualifications Required 5 to 8 years of experience in software support, service management, technical operations, incident management, escalation management, or comparable operational leadership. At least 2 years of experience leading a team or directing operational work through others. Experience managing high-severity client escalations, major incidents, or critical operational events from engagement through closure. Strong written and verbal communication skills, including communication with senior client and internal stakeholders during high-pressure situations. Ability to coordinate cross-functional teams without direct authority and hold stakeholders accountable to commitments. Strong analytical judgment and troubleshooting discipline, including evaluation of whether root-cause work is complete and actionable. Experience using CRM, case management platforms, operational dashboards, or queue management tools. Ability to operate across time zones and participate in escalation coverage or on-call rotation. Preferred Experience in B2B software, SaaS support, enterprise support, or complex multi-product support environments. Familiarity with Salesforce Service Cloud, Zendesk, Freshdesk, Amazon Connect, or comparable platforms. Experience with AI-assisted support tooling, triage workflows, automation, proactive support capabilities, or maturing new operating models. Competencies Operational ownership and accountability; calm leadership under pressure; executive-ready written status discipline; cross-functional influence without direct authority; structured problem solving; client impact awareness; prevention mindset; ability to develop people, routines, and operating discipline in a new function. Success Measures Timely acknowledgement and coordination start; restoration and resolution performance by severity; reduction in aging escalations, stalled cases, and recurring themes; communication cadence compliance; post-incident review and corrective action closure; data quality and severity accuracy; coordinator team performance and handoff quality. Benefits Career growth opportunities in a diverse and supportive work environment. Competitive Salary Package Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks) Hybrid Working Arrangement (2 days WFH) HMO coverage with free dependent upon hire. Free 24/7 access to our office gyms (Ortigas and Makati) Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash) Plus, additional benefits About Us From the day we opened our doors, MRI Software has built flexible, game-changing real estate software that powers thriving communities and helps make the world a better place to live, work and play. Fulfilling that mission is only possible because of one thing: exceptional people. People like you! Our people-first approach to PropTech is defining a new industry standard for client experiences that, quite frankly, can’t be duplicated. Experiences that deliver real value every day. And we know those experiences begin with our people. We believe MRI is more than just a workplace; it’s a connected community of people who truly feel they belong. Whether we’re investing in employee resource groups or providing tailored resources for each person to reach their full potential, we’re passionate about creating a work environment that makes you excited to show up every single day. At MRI, one of our core values is to strive to amaze. From the intelligent solutions we create to the culture we cultivate, that’s our goal every day. Because that’s what industry leaders do. Whether you’re joining as a new Pride member or rejoining us after a short time away, your talent is vital to us, our partners and our clients. Amazing growth requires amazing employees. Are you up to the challenge? We know confidence gap and imposter syndrome can get in the way of meeting remarkable candidates, so please don’t hesitate to apply. We’d love to hear from you! MRI is proud to be an inclusive employer. We welcome and celebrate diversity across all backgrounds, including ethnicity, religion, sexual orientation, gender identity, disability, age, military, veteran status and more. We believe that Belonging is a direct result of Diversity, Equity, and Inclusion. Those values are woven into the fabric of who we are and are foundational to our continued success. Come and see for yourself!