Technical Escalation Project Manager

Job description

We’re looking for a highly organized, adaptable, and detail-oriented Technical Escalation Project Manager to serve as the communication and execution hub for high-severity technical escalations. In this role, you’ll bring structure, clarity, and accountability to complex situations by coordinating cross-functional teams, driving execution, and ensuring stakeholders remain aligned on priorities, risks, timelines, and outcomes. Working closely with Support, Engineering, Product, Customer Success, and leadership teams, you’ll help accelerate resolution efforts while creating a transparent and consistent experience for customers. This is a unique opportunity to combine project leadership, operational excellence, and AI-forward innovation in a role that helps Blackbaud continue to power social impact organizations with confidence and trust. Work Location & Schedule Work Location: Sky tech, Financial District, Hyderabad, India Work Schedule: This role supports customers and stakeholders primarily during U.S. business hours. Ability to work a schedule aligned with U.S. business hours, generally 9:00 AM to 5:00 PM Eastern Time (ET), with availability for customer-facing engagements during that time. Participation in after-hours support rotations and select holiday coverage may be required based on product, region, or business neeed. What you'll do • Lead high-severity technical escalations by serving as the central point of coordination across internal teams and customer stakeholders, ensuring clear communication and aligned execution throughout the escalation lifecycle. • Drive accountability and progress by maintaining action plans, timelines, risks, dependencies, and ownership, ensuring commitments are documented, understood, and completed. • Translate complex technical information into clear, concise, and audience-appropriate updates for customers, executives, and cross-functional partners to support informed decision-making. • Partner with Customer Success, Support, Engineering, and Product teams to create a consistent customer experience during critical incidents while maintaining transparency and trust. • Deliver executive-ready summaries, stakeholder briefings, and escalation updates that provide clear visibility into status, impact, risks, mitigation efforts, and next steps. • Improve operational excellence by facilitating post-incident reviews, identifying recurring process gaps, and enhancing escalation playbooks, governance standards, communication templates, and AI-powered automation capabilities. What you'll bring • 5+ years of experience in project management, escalation management, incident coordination, technical operations, or a related customer-facing technical environment. • Knowledge of technical support operations and major incident management practices, with experience coordinating cross-functional teams during high-impact customer events. • Understanding of project execution disciplines including risk management, dependency tracking, action ownership, timeline management, and stakeholder communications. • Experience creating executive communications, customer-facing updates, status reporting, and structured escalation documentation that drives action and accountability. • Proficiency with project and case management platforms such as Salesforce, Microsoft Project, or similar systems; familiarity with AI-assisted workflow automation, ITIL, Agile, PMP, or related frameworks is preferred. "Leverage AI -assisted tools to accelerate delivery and improve quality and actively experiment with emerging capabilities as they evolve." Stay up to date on everything Blackbaud, follow us on Linkedin , X , Instagram , Facebook and YouTube ​ Blackbaud powers social impact through purpose‑driven technology and responsible AI. Guided by our Intelligence for Good® vision, we’re building a culture where innovation, trust, and human expertise come together to help organizations make a greater difference in the world. Blackbaud is proud to be an equal opportunity employer and is committed to maintaining an inclusive work environment. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, physical or mental disability, age, or veteran status or any other basis protected by federal, state, or local law.