Escalation Manager

Description and Requirements

The Escalation Manager (EM) is a member of Lenovo’s Worldwide ISG Client Care team, responsible for leading the resolution of critical customer situations involving complex technical issues. Engaged on a case-by-case basis, the EM serves as Lenovo’s ISG primary escalation lead, coordinating internal teams and external partners to establish clear ownership, execute a structured resolution plan, and maintain timely, consistent communication.

The EM provides end-to-end escalation leadership, aligning technical resources, business stakeholders, and customer expectations to restore customer operations and confidence in Lenovo.

Primary Responsibilities

Lead cross-functional resolution efforts: Partner with business units, technical teams, and external organizations to ensure issues are clearly defined, understood, documented, and escalated appropriately.

Mobilize the right resources: Engage the expertise and decision-makers needed to resolve each situation. Lead internal and customer-facing meetings to establish priorities, assign ownership, and drive progress against a coordinated action plan.

Own customer escalation communications: Serve as the primary escalation contact, ensuring the customer understands the technical action plan, next steps, commitments, and progress toward resolution.

Maintain stakeholder alignment: Coordinate internal and external status updates, meetings, and communications to provide a consistent understanding of risks, dependencies, and outstanding actions.

Keep leadership informed: Provide early notification and regular updates to senior and executive management on high-visibility situations, including customer impact, resolution status, risks, and decisions or support required.

Develop clear customer presentations: Partner with Product Engineering, Development, and Services to communicate technical findings, resolution strategies, and recovery plans.

Coordinate approved replacements: Oversee fulfillment of approved parts and system replacement requests, tracking delivery and completion against customer commitments.

Drive continuous improvement: Lead special projects and identify opportunities to improve the customer experience, strengthen escalation execution, and increase operational efficiency.

Close the loop: Complete a documented lessons-learned review for each closed escalation, identifying actionable improvements, accountable owners, and follow-up activities to address gaps and reduce recurrence.