Director, Escalations

$100,000 - $160,000/Yr

Kargo - New York, NY

Full-time - Director

New York, NY

501-1,000 employees

Gasoline Stations and Fuel Dealers

About the position

The Director of Escalations at Kargo is responsible for leading a globally distributed support organization that serves as a strategic talent pipeline. This role focuses on developing and executing processes, tools, and management strategies to ensure world-class issue resolution, operational excellence, and sustainable talent growth within the company.

Responsibilities

• Build and lead a high-performing, globally distributed team of technical support specialists.
• Implement a hybrid staffing model, balancing direct hires and third-party resources.
• Develop clear career paths and growth opportunities for direct hire team members.
• Foster a culture of continuous learning, collaboration, and excellence.
• Establish and uphold industry-leading Service Level Agreements (SLAs) for issue resolution.
• Implement effective triage and root cause analysis processes to drive continuous improvement.
• Leverage automation and tooling to extract and optimize operational tasks.
• Expand support coverage to address publisher-side issues and 24/7 global demands.
• Optimize the team's cost structure through strategic global distribution and resource allocation.
• Drive cost savings through automation, process improvements, and knowledge management.
• Maintain a balanced approach to direct hires and third-party resources.
• Position the Escalations team as a breeding ground for future Kargo CSMs, engineers, and product managers.
• Recruit and develop high-potential junior talent, providing accelerated growth opportunities.
• Implement structured training and mentorship programs to nurture internal talent.
• Facilitate smooth transitions of top-performing team members to other critical roles.
• Build strong relationships with key stakeholders, including engineering, product, and client-facing teams.
• Advocate for the Escalations team's strategic role and ensure alignment with organizational goals.
• Gather and translate customer/partner feedback into actionable insights and improvements.
• Lead cross-functional initiatives to enhance the overall customer experience.

Requirements

• 8+ years of experience in technical support, operations, or customer success management.
• Proven track record of building and leading high-performing, globally distributed teams.
• Expertise in service-level management, incident triage, and root cause analysis.
• Strong understanding of cost optimization strategies and resource allocation models.
• Excellent problem-solving, analytical, and decision-making skills.
• Passion for talent development and building sustainable career paths.
• Experience navigating and influencing cross-functional stakeholders.
• Familiarity with the ad-tech industry and Kargo's products and services is a plus.

Nice-to-haves

• Familiarity with the ad-tech industry and Kargo's products and services.

Benefits

• Competitive salary range of $100,000.00 - $160,000.00 (On Target Earning)
• Diversity and inclusion initiatives
• Flexible work environment with a hybrid model (3 days in office)