Escalation Manager Jobs
Escalation Manager jobs are open across technology, telecommunications, financial services, and customer experience outsourcing, at every level from team lead to senior and director, with specializations in technical support escalation, enterprise account escalation, and SLA management. Find a role that fits below and apply directly.
Find Escalation Manager JobsOverview
Showing 5 of 7+ Escalation Manager jobs
Job Description
A bit about this role:
Devoted Health is seeking a deep claims expert and hands-on leader to serve as Senior Manager, Provider Escalations & Education. This role is designed for a subject matter expert who can resolve our most complex provider claims disputes with precision, defend our determinations with rigorous regulatory research, and turn what we learn from every escalation into fixes that prevent the next one.
Reporting to the [Director / Head] of Provider Escalations & Education, you will serve as the final escalation point for high-complexity claims issues, lead root cause investigations into systemic problems, and partner with Claims, Configuration, Payment Integrity, and Engineering teams to implement durable solutions. You will also equip leadership with clear, concise briefings on trends, risks, and regulatory exposure, and ensure our vendor and offshore teams have the training and tools to get it right the first time.
The best candidate will combine deep mastery of Medicare claims and coding rules, investigative curiosity, obsession with detail, and the ability to translate complex regulatory requirements into clear decisions and scalable processes. This role is ideal for someone who runs to the hardest claims problems, isn’t satisfied until the root cause is fixed, and thrives in a fast-moving environment where their expertise directly shapes how we operate.
Your Responsibilities and Impact will include:
- Serving as the ultimate escalation authority for highly complex claims disputes, Out-of-Network (OON) pricing appeals, and intricate coding and billing challenges, including MUEs, NCCI edits, unbundling, and multiple procedure reductions
- Owning end-to-end resolution of high-priority Complaints Tracking Module (CTM) cases, appeals, and complex provider disputes, with clear accountability for accuracy, timeliness, and payment integrity
- Leading rigorous research into evolving CMS guidelines, MAC coverage policies, LCDs/NCDs, and federal regulations to support and defend pricing and appeal determinations
- Partnering with technical teams to build automation, custom logic rules, and AI-enabled workflows that streamline intake, routing, and preliminary drafting for appeals and escalations
- Ensuring every CTM investigation and provider dispute resolution meets regulatory compliance standards and SLA benchmarks
- Designing and running a Root Cause and Corrective Action (RCCA) program that identifies systemic vulnerabilities, configuration errors, and claims processing bottlenecks
- Partnering with Claims Engineering, Configuration, and Payment Integrity teams to implement system-level fixes that eliminate recurring provider friction before it reaches regulatory visibility
- Establishing reporting rhythms and escalation protocols that give executive and cross-functional leadership clear visibility into trends, emerging risks, and regulatory friction points
- Serving as the primary educational authority for vendor and offshore teams, converting complex regulatory changes into scalable training, SOPs, and job aids
Required skills and experience:
- 6–8+ years of hands-on experience in healthcare claims processing, payment integrity, coding appeals, or revenue cycle operations
- Deep operational mastery of CMS guidelines, MAC coverage policies, NCCI edits, MUEs, multiple procedure reduction rules, and fee schedule logic
- Proven track record of independently researching, interpreting, and applying complex Medicare/CMS statutes and billing policies to resolve high-stakes disputes
- Demonstrated experience designing and executing structured Root Cause and Corrective Action (RCCA) initiatives that deliver measurable results
- Exceptional attention to detail, with a reputation for getting complex claims determinations exactly right
- Excellent written and verbal communication skills, with the ability to distill technical regulatory and claims information into clear narratives for executive decision-making
- Advanced analytical skills using Excel/Google Sheets, SQL, or BI tools (e.g., Tableau, Looker) to track CTM and appeals metrics and identify operational trends
- Experience training or guiding distributed teams and external vendors
Desired skills and experience:
- Certified Professional Coder (CPC) credential
- Experience deploying automation or AI-enabled workflows in a claims or appeals environment
#LI-Remote
Salary range: $110,500 - $150,000 /year
The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
Our Total Rewards package includes:
Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
Parental leave program
401K program
And more....
- Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.
Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.
As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by individuals purporting to represent Devoted Health. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for “start up costs” or “equipment”), or seek to collect sensitive personal information. These job postings and offers are NOT authorized by Devoted Health and Devoted is not responsible for fraudulent offers, personal information that you may have disclosed, or payments made to third parties purporting to represent Devoted. We have reported this matter and are cooperating with law enforcement agencies. Devoted Health will never ask for financial commitment or contribution from a candidate at any stage of the recruitment process.
Job Description
A bit about this role:
Devoted Health is seeking a deep claims expert and hands-on leader to serve as Senior Manager, Provider Escalations & Education. This role is designed for a subject matter expert who can resolve our most complex provider claims disputes with precision, defend our determinations with rigorous regulatory research, and turn what we learn from every escalation into fixes that prevent the next one.
Reporting to the [Director / Head] of Provider Escalations & Education, you will serve as the final escalation point for high-complexity claims issues, lead root cause investigations into systemic problems, and partner with Claims, Configuration, Payment Integrity, and Engineering teams to implement durable solutions. You will also equip leadership with clear, concise briefings on trends, risks, and regulatory exposure, and ensure our vendor and offshore teams have the training and tools to get it right the first time.
The best candidate will combine deep mastery of Medicare claims and coding rules, investigative curiosity, obsession with detail, and the ability to translate complex regulatory requirements into clear decisions and scalable processes. This role is ideal for someone who runs to the hardest claims problems, isn’t satisfied until the root cause is fixed, and thrives in a fast-moving environment where their expertise directly shapes how we operate.
Your Responsibilities and Impact will include:
- Serving as the ultimate escalation authority for highly complex claims disputes, Out-of-Network (OON) pricing appeals, and intricate coding and billing challenges, including MUEs, NCCI edits, unbundling, and multiple procedure reductions
- Owning end-to-end resolution of high-priority Complaints Tracking Module (CTM) cases, appeals, and complex provider disputes, with clear accountability for accuracy, timeliness, and payment integrity
- Leading rigorous research into evolving CMS guidelines, MAC coverage policies, LCDs/NCDs, and federal regulations to support and defend pricing and appeal determinations
- Partnering with technical teams to build automation, custom logic rules, and AI-enabled workflows that streamline intake, routing, and preliminary drafting for appeals and escalations
- Ensuring every CTM investigation and provider dispute resolution meets regulatory compliance standards and SLA benchmarks
- Designing and running a Root Cause and Corrective Action (RCCA) program that identifies systemic vulnerabilities, configuration errors, and claims processing bottlenecks
- Partnering with Claims Engineering, Configuration, and Payment Integrity teams to implement system-level fixes that eliminate recurring provider friction before it reaches regulatory visibility
- Establishing reporting rhythms and escalation protocols that give executive and cross-functional leadership clear visibility into trends, emerging risks, and regulatory friction points
- Serving as the primary educational authority for vendor and offshore teams, converting complex regulatory changes into scalable training, SOPs, and job aids
Required skills and experience:
- 6–8+ years of hands-on experience in healthcare claims processing, payment integrity, coding appeals, or revenue cycle operations
- Deep operational mastery of CMS guidelines, MAC coverage policies, NCCI edits, MUEs, multiple procedure reduction rules, and fee schedule logic
- Proven track record of independently researching, interpreting, and applying complex Medicare/CMS statutes and billing policies to resolve high-stakes disputes
- Demonstrated experience designing and executing structured Root Cause and Corrective Action (RCCA) initiatives that deliver measurable results
- Exceptional attention to detail, with a reputation for getting complex claims determinations exactly right
- Excellent written and verbal communication skills, with the ability to distill technical regulatory and claims information into clear narratives for executive decision-making
- Advanced analytical skills using Excel/Google Sheets, SQL, or BI tools (e.g., Tableau, Looker) to track CTM and appeals metrics and identify operational trends
- Experience training or guiding distributed teams and external vendors
Desired skills and experience:
- Certified Professional Coder (CPC) credential
- Experience deploying automation or AI-enabled workflows in a claims or appeals environment
#LI-Remote
Salary range: $110,500 - $150,000 /year
The pay range listed for this position is the range the organization reasonably and in good faith expects to pay for this position at the time of the posting. Once the interview process begins, your talent partner will provide additional information on the compensation for the role, along with additional information on our total rewards package. The actual base salary offered will depend on a variety of factors, including the qualifications of the individual applicant for the position, years of relevant experience, specific and unique skills, level of education attained, certifications or other professional licenses held, and the location in which the applicant lives and/or from which they will be performing the job.
Our Total Rewards package includes:
Employer sponsored health, dental and vision plan with low or no premium
Generous paid time off
$100 monthly mobile or internet stipend
Stock options for all employees
Bonus eligibility for all roles excluding Director and above; Commission eligibility for Sales roles
Parental leave program
401K program
And more....
- Our total rewards package is for full time employees only. Intern and Contract positions are not eligible.
Founded in 2017, Devoted Health is on a mission to dramatically improve the health and well-being of older Americans by caring for everyone like they are family, and that includes our employees. Our robust and seamlessly integrated care platform merges advanced data and AI access with world-class clinical and service experiences to create a member experience that is unlike the industry norm. To continue building upon our mission, we want to bring together those who share our values, embrace change and advancement, and are enthusiastic about where we're going — all the while bringing their own unique qualities, experiences, and expertise, in hopes of further changing the healthcare experience.
Devoted is an equal opportunity employer. We are committed to a safe and supportive work environment in which all employees have the opportunity to participate and contribute to the success of the business. We value diversity and collaboration. Individuals are respected for their skills, experience, and unique perspectives. This commitment is embodied in Devoted’s Code of Conduct, our company values and the way we do business.
As an Equal Opportunity Employer, the Company does not discriminate on the basis of race, color, religion, sex, pregnancy status, marital status, national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law. Our management team is dedicated to this policy with respect to recruitment, hiring, placement, promotion, transfer, training, compensation, benefits, employee activities and general treatment during employment.
We have been made aware of instances of fraudulent job postings and/or fraudulent recruiting activity by individuals purporting to represent Devoted Health. These fraudulent schemes often seek monetary contributions or payments from job seekers (such as for “start up costs” or “equipment”), or seek to collect sensitive personal information. These job postings and offers are NOT authorized by Devoted Health and Devoted is not responsible for fraudulent offers, personal information that you may have disclosed, or payments made to third parties purporting to represent Devoted. We have reported this matter and are cooperating with law enforcement agencies. Devoted Health will never ask for financial commitment or contribution from a candidate at any stage of the recruitment process.
See All 7 Escalation Manager Jobs
Find roles that match your experience and apply in just a few clicks.
Find Escalation Manager JobsEscalation Manager Job Market
Who's Hiring
Top Industries Hiring
- Retail
- Technology & Software
- E-Commerce & Online Marketplaces
What Employers Look For
The qualifications that appear most often in escalation manager jobs.
- Three to five years of experience in customer support or technical support operations
- Demonstrated ability to manage escalated customer issues across multiple stakeholder groups
- Proficiency with CRM and ticketing platforms such as Salesforce Service Cloud or ServiceNow
- Strong working knowledge of SLA frameworks and escalation policy design
- Experience conducting root cause analysis and presenting findings to leadership
- Bachelor's degree in business, communications, information technology, or a related field
Tips for Your Escalation Manager Job Search
Quantify resolution metrics on your resume
Escalation managers are hired for outcomes, so replace vague duties with numbers. Document your average time-to-resolution improvements, escalation rate reductions, and customer satisfaction score changes from before and after your process changes.
Tailor your resume to SLA language
Job postings for this role almost always mention SLA adherence, root cause analysis, and cross-functional coordination. Mirror that exact language in your resume bullets so your application clears automated screening before a recruiter reads it.
Apply early to roles that fit
Migrate Mate lists escalation manager openings from across the United States in one place, so you can find roles that match and apply directly to each listing.
Target postings by escalation tier depth
Some roles focus on Tier 2 to Tier 3 technical handoffs while others own executive-level customer escalations. Reading the posting carefully for which tier you will own daily helps you decide whether your background actually matches before you apply.
Prepare a structured escalation case story
Interviewers for this role almost always ask you to walk through a real escalation you owned end to end. Prepare one story using a clear situation, the stakeholders involved, the actions you took, and the measurable outcome, then rehearse it until it runs under three minutes.
Negotiate scope before you negotiate salary
Before accepting an offer, clarify which escalation tiers you own, whether you have headcount authority, and how your performance is measured. Those structural factors affect your day-to-day authority more than a small salary difference does.
Escalation Manager Jobs: Frequently Asked Questions
Which companies are hiring the most escalation managers?
Illumio, Instacart, and Amazon are hiring the most escalation managers right now, with openings concentrated in California, Washington, and Connecticut, based on current listings on Migrate Mate as of November 2026. Demand is especially high at companies running large enterprise support or managed services operations.
How many escalation manager jobs are remote?
About 60% of escalation manager openings are fully remote or hybrid as of November 2026, reflecting how much of the role depends on phone, ticketing systems, and video calls rather than in-person presence. Roles focused on enterprise account escalation and SLA oversight tend to be the most remote-friendly, while positions tied to on-site technical support centers are more likely to require in-office work.
How do you become an escalation manager?
Most escalation managers move into the role after several years in a frontline support or customer success position where they handled difficult cases and cross-team coordination. Building a record of de-escalating complex issues, documenting process improvements, and leading informal triage efforts makes you a natural candidate. Earning familiarity with ticketing platforms, SLA design, and root cause analysis before applying strengthens your profile considerably.
Can you get hired as an escalation manager with little experience?
Getting hired with limited experience is possible if you can show that you have handled high-stakes customer situations, even informally. Candidates who have led escalation queues as a senior support rep, written internal triage guides, or trained colleagues on escalation procedures often move into manager roles without a formal escalation management title on their resume. Highlighting those concrete contributions matters more than years in the job.
What does the escalation manager interview process look like?
The process typically starts with a recruiter screen focused on your support background and familiarity with escalation workflows. A hiring manager round follows and usually includes behavioral questions about specific escalations you owned and how you managed stakeholder communication under pressure. Final rounds often add a case study or scenario exercise where you are asked to prioritize and triage a set of escalated issues, sometimes followed by a panel with cross-functional partners.
Where can I find and apply to escalation manager jobs?
You can find and apply to escalation manager jobs on Migrate Mate, which lists current openings from across the United States. Find roles that match your experience and apply directly to each listing from the page.
See All 7 Escalation Manager Jobs
Find roles that match your experience and apply in just a few clicks.
Find Escalation Manager Jobs