Own all business-critical and high-severity escalations across Jabra's global major accounts end-to-end — from intake through resolution, root cause analysis, and post-mortem.
Serve as the single internal point of accountability when Sales escalates a customer issue: triage the problem, define severity and SLA, and immediately mobilize the right cross-functional resources.
Navigate complex internal stakeholder environments — aligning Sales, Product Management, Technical Support, and R&D around a shared resolution plan with clear ownership and timelines.
Establish and maintain structured escalation processes including communication cadences, status reporting, and executive updates throughout the lifecycle of each issue.
Produce clear, executive-facing incident summaries and root cause analyses (RCAs) for major incide...