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Escalations Manager Specialist at Qualtrics - Australia

Sydney, New South Wales, Australia - Full Time

Skills Needed
Technical Solutions, Customer Escalations, Communication Skills, Problem Solving, Mentoring, Data Analytics, Software Development, Customer Relationship Management, Collaboration, Technical Knowledge, Coaching, Project Management, Detail Orientation, Multitasking, Customer Needs Assessment, Feedback Aggregation

Specialization
Candidates should have a bachelor's degree and be capable of managing multiple projects in a dynamic environment. Strong communication skills and the ability to articulate technical concepts to non-technical audiences are essential.

Experience Required
Minimum 2 year(s)

Senior Manager, Donor Relations at GDG on Campus | University of Sydney

Camperdown, Victoria, Australia - Full Time

Skills Needed
Leadership, Stakeholder Management, Relationship Building, Project Management, Event Planning, Strategic Thinking, Creativity, Mentoring, Collaboration, Innovation

Specialization
The ideal candidate should have proven leadership experience in complex organizations and be exceptional at managing stakeholder relationships. Skills in project management and event planning are also essential.

Experience Required
Minimum 5 year(s)

Regional S&TS Assurance Manager at Australian Red Cross Lifeblood

, Queensland, Australia - Full Time

Skills Needed
Leadership, People Management, Scientific Expertise, Problem Solving, Stakeholder Collaboration, Organizational Skills, Regulatory Knowledge, Team Development

Specialization
A Bachelor of Science in a biomedical discipline is required, along with strong leadership and people management capabilities. Knowledge of the Australian regulatory environment and the ability to develop effective interpersonal relationships are also essential.

Experience Required
Minimum 5 year(s)

Strategic Partnerships Manager at moomoo

Sydney, New South Wales, Australia - Full Time

Skills Needed
Partnership Development, B2b Partnerships, Data Analysis, Marketing Strategy, Project Management, Influencer Partnerships, Market Research, Performance Metrics, Content Creation, Collaboration, User Acquisition, Brand Trust, Investment Products, Digital Marketing, Financial Services, Adaptability

Specialization
Candidates should have at least 2 years of experience in partnerships or business development, particularly in the Australian market. A strong data-driven mindset and understanding of investment markets are essential.

Experience Required
Minimum 2 year(s)

Territory Manager - Low Voltage at Eaton USA

City of Stirling, Western Australia, Australia - Full Time

Skills Needed
Sales Experience, Business Development, Account Management, Electrical Knowledge, Self Starter, Technical Experience, Product Application, Automation, Power Distribution, Growth Mindset, Customer Relationship Management, Strategic Growth Initiatives, Team Collaboration, Market Segmentation, Competitive Positioning, Profitability Targets

Specialization
At least 2 years of sales experience is required, with a mix of business development and account management preferred. Candidates should have electrical knowledge and a highly driven, growth mindset mentality.

Experience Required
Minimum 2 year(s)

Department Manager - Bayswater at Bunnings

, , Australia - Full Time

Skills Needed
Retail Leadership, Customer Service, Merchandising Standards, Team Coaching, Communication, Fast Paced Environment, Training, Feedback, Problem Solving, Approachability, Confidence, Eagerness To Learn

Specialization
The ideal candidate should have previous retail leadership experience and a strong passion for customer service. They must be able to coach and develop their team while maintaining effective communication.

Experience Required
Minimum 2 year(s)

Senior Manager, Financial Crime at QBE Insurance Group

Sydney, New South Wales, Australia - Full Time

Skills Needed
Analytical Thinking, Coaching For Success, Commercial Acumen, Critical Thinking, Financial Crime Investigations, Financial Crime Prevention, Financial Regulation, Influencing, Intentional Collaboration, Managing Performance, Navigating Ambiguity, Risk Management, Sound Judgment, Stakeholder Management, Strategic Leadership

Specialization
Candidates should have strong financial crime expertise and experience in stakeholder engagement and people leadership. Insurance industry experience and knowledge of regional regulatory requirements are desirable.

Experience Required
Minimum 5 year(s)

Implementation Project Manager at ADP

Cremorne, Victoria, Australia - Full Time

Skills Needed
Project Management, Implementation, Consulting, Team Leadership, Client Communication, Issue Resolution, Quality Assurance, Resource Scheduling, Documentation Writing, Payroll Implementation, Cost Management, Stakeholder Management, Risk Assessment, Change Management, Methodology Improvement, Billing Management

Specialization
Candidates should have 3-8 years of experience in a complex operational or implementation role, with demonstrated project management experience and payroll implementation experience. A tertiary qualification in a related field and PMBOK or other project management qualifications are also required.

Experience Required
Minimum 5 year(s)

Client Success Manager, Travel at Flywire

Melbourne, Victoria, Australia - Full Time

Skills Needed
Relationship Management, Account Management, Customer Objections, Client Relationships, Interpersonal Skills, Analytical Skills, Planning Skills, Presentation Skills, Salesforce, Gsuite, Asana, Jira, Slack, Looker, Smartsheet

Specialization
Candidates should have over 5 years of experience in relationship or account management, with a proven track record in client relationship growth. Strong interpersonal, analytical, and planning skills are essential, along with proficiency in various software tools.

Experience Required
Minimum 5 year(s)

Product Manager - Marketplaces at Employment Hero

, , Australia - Full Time

Skills Needed
Product Management, Agile Methodologies, Marketplaces, User Centric Design, Cross Functional Collaboration, Analytical Skills, Data Driven Decision Making, Problem Solving, Communication Skills, Financial Modeling, Customer Research, Innovation, Team Coordination, Stakeholder Management, Backlog Management, Product Strategy

Specialization
Candidates should have an undergraduate degree in relevant fields and at least 5 years of experience in product management, with a strong background in agile methodologies. Experience with marketplaces and innovative problem-solving skills are highly desirable.

Experience Required
Minimum 5 year(s)

MECCA Parramatta - Zone Manager at Mecca Brands

Sydney, New South Wales, Australia - Full Time

Skills Needed
Leadership, Customer Experience, Communication, Upskilling, Team Motivation, Kpi Achievement, Retail Team Leadership, Customer Service, Coaching, Feedback Provision, Weekend Availability, Evening Availability

Specialization
Successful candidates must have prior experience leading large retail teams and possess a genuine passion for providing exceptional customer service to create memorable customer moments. Confidence in coaching and developing team members through feedback is also required.

Experience Required
Minimum 2 year(s)

Senior Consulting Manager, MMC at Rockwell Automation

Camp Hill, Queensland, Australia - Full Time

Skills Needed
Business Development, Sales, Digital Transformation, Iot, Iiot, Analytics, Advanced Analytics, Ai, Smart Connected Operations, Extended Reality, Client Delivery, Risk Management, Commercial Strategy, Relationship Building, Consulting Services, Operational Technology

Specialization
Candidates should have a positive track record in a senior-level consulting role providing digital solutions and experience in selling and delivering digital consulting services. A minimum of 10 years of work experience with progressively increasing levels of responsibility is required.

Experience Required
Minimum 10 year(s)

Restaurant Manager - Newmarket at NANDO'S LIMITED

, Queensland, Australia - Full Time

Skills Needed
Leadership, Team Management, Organizational Skills, Problem Solving, Customer Service, Operational Management, Motivation, Communication, Inclusivity, Energy Management, Safety Standards, Training, Community Support, Sustainability, Social Inclusion, Fast Paced Environment

Specialization
Candidates should have management experience, preferably in fast casual dining, and must be highly organized with the ability to inspire and develop teams. A passion for empowering others and problem-solving in a fast-paced environment is essential.

Experience Required
Minimum 2 year(s)

Manager IP & Commercialisation at RMIT University

Melbourne, Victoria, Australia - Full Time

Skills Needed
Ip Management, Research Translation, Commercialisation, Stakeholder Engagement, Negotiation, Market Analysis, Problem Solving, Analytical Skills, Communication, Project Management, Collaboration, Legal Arrangements, Training, Metrics Development, Innovation, Networking

Specialization
Candidates should have extensive experience in IP management and commercialisation, with a strong understanding of market analysis. A relevant degree or significant experience in IP or commercialisation is required.

Experience Required
Minimum 5 year(s)

Merchandise Manager- Sportstyle at ARC'TERYX

Melbourne, Victoria, Australia - Full Time

Skills Needed
Category Merchandising, Commercial Planning, Financial Planning, Go To Market Leadership, Range Planning, Assortment Planning, Distribution, Pricing, Market Insights, Consumer Insights, Competitor Insights, Demand Planning, Supply Planning, Reporting Dashboards, Lifecycle Management, Cross Functional Alignment

Specialization
Candidates should have demonstrated experience in Category Merchandising within the Sporting Goods or Fashion Industries, along with commercial and financial planning capabilities. A strong understanding of market, consumer, and competitor insights in the ANZ Sporting Goods market is preferred.

Experience Required
Minimum 5 year(s)

Internal Communications Manager at APA Group

Sydney, New South Wales, Australia - Full Time

Skills Needed
Internal Communications, Corporate Communications, Employee Engagement, Change Management, Strategic Advice, Messaging, Storytelling, Stakeholder Engagement, Crisis Management, Written Communication, Verbal Communication, Presentation Skills, Collaboration, Operational Priorities, Culture Programs, Communication Strategies

Specialization
Candidates should have proven experience in internal or corporate communications within large organizations, preferably in the energy sector. Strong communication skills and the ability to advise senior leaders on engagement and change communications are essential.

Experience Required
Minimum 5 year(s)

Territory Manager - ENT and CMF at Stryker - Poland

City of Brisbane, Queensland, Australia - Full Time

Skills Needed
Sales, Communication, Presentation, Strategic Mindset, Business Acumen, Market Analysis, Customer Service, Clinical Support, Product Demonstrations, Surgical Support, Relationship Building, Healthcare Knowledge, Medical Devices, Pharmaceutical Sales

Specialization
Candidates should have a proven sales track record of at least 3 years and strong communication skills. A bachelor's degree in a related field and experience in medical devices or pharmaceutical sales are preferred.

Experience Required
Minimum 2 year(s)

Lead Technical Account Manager at RingCentral

, , Australia - Full Time

Skills Needed
Customer Facing Technical Roles, Cloud Contact Center, Uc Platforms, Voip, Enterprise Networking, Cloud Infrastructure, Apis, Integrations, Security, Compliance, Salesforce, Technical Solutions, Presentation Skills, Communication Skills, Prioritization Skills, Account Management

Specialization
Candidates must have 10+ years in customer-facing technical roles and 5+ years of experience with cloud contact center and UC platforms. A strong background in VoIP, enterprise networking, and cloud infrastructure is also required.

Experience Required
Minimum 10 year(s)

Duty Manager - Chatswood Place at ALDI Stores

Sydney, New South Wales, Australia - Full Time

Skills Needed
Leadership, Customer Service, Teamwork, Communication, Initiative, Training, Supervision, Problem Solving, Work Quality Management, Efficiency Improvement, Professionalism, Responsibility, Positive Team Spirit, Constructive Feedback, Safety Awareness, Stock Management

Specialization
Candidates should demonstrate effective communication and leadership skills while managing their workload efficiently. Professionalism and a positive attitude towards customer service are essential.

Account Manager, Bunnings, Qld at GWA Group Limited

Pinkenba, Queensland, Australia - Full Time

Skills Needed
Sales, Account Management, Communication, Negotiation, Relationship Building, Analytical Abilities, Market Intelligence, Product Expertise, Expense Management, Reporting, Merchandising, Sales Strategies

Specialization
Candidates should have proven experience in sales and account management, preferably in the industry, along with strong communication and analytical skills. Proficiency in MS Office is essential, and experience with MS D365 is desirable.

Experience Required
Minimum 2 year(s)

Escalations Manager Specialist at Qualtrics - Australia

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

24 Apr, 26

Salary

0.0

Posted On

24 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Technical Solutions, Customer Escalations, Communication Skills, Problem Solving, Mentoring, Data Analytics, Software Development, Customer Relationship Management, Collaboration, Technical Knowledge, Coaching, Project Management, Detail Orientation, Multitasking, Customer Needs Assessment, Feedback Aggregation

Industry

Software Development

Description

At Qualtrics, we create software that the world’s best brands use to deliver exceptional frontline experiences, build high-performing teams, and design products people love. But we are more than a platform. We are the creators and stewards of the Experience Management category serving over 18,000 clients globally. Building a category takes grit, determination, and an appreciation for the unconventional—but most of all it requires close-knit, high-functioning teams with an unwavering dedication to serving our customers. When you join one of our teams, you’ll be part of a nimble group that’s empowered to set ambitious goals and move fast to achieve them. Strategic risks are encouraged, and complex problems are solved by collaborating and iterating until the best solution comes to light. You won’t have to look to find growth opportunities— they’ll find you. From retail to government to healthcare, we’re on a mission to bring humanity, connection, and empathy back to business. Join over 5,000 people across the globe who think that’s work worth doing. Escalation Management Why We Have This Role Qualtrics’ Escalation Management team consists of highly experienced advocates, technology specialists, and problem solvers. As a member of this team, you will manage customer and executive escalations with care and expertise. You will proactively work to reduce the number of escalations. Providing enablement and support to our end users will be a key part of your role. You will maintain deep, long-term product knowledge within Customer Operations. Sharing that knowledge across teams will help enhance overall service. This team plays a vital role in ensuring customer satisfaction and operational excellence. How You’ll Find Success In this role, you will provide technical solutions that directly contribute to the long-term success of our customers’ programs and manage the timely resolution of customer escalations in conjunction with our global Customer Success counterparts. You will also be a coach and mentor to our employees in the Q University program, an essential company-wide talent incubator. In addition to strong technical skills, you must be an outstanding communicator able to adapt technical explanations for both technical and non-technical end-users. You will interface with cross-functional teams to address customer escalations and proactively improve the customer experience. Those who join our team are passionate about problem solving, creating lasting customer relationships, and are strong advocates for the Qualtrics community. How You’ll Grow Demonstrate unparalleled product expertise and problem-solving acumen to recommend solutions tailored to customer needs Become a Qualtrics Expert. Be versed in the tools and systems our customers use to leverage the product and be the voice of the customer by providing feedback and clarification to these systems when needed. Aggregate customer feedback to give a more accurate picture of customer needs for Customer Ops leadership to continuously improve our support offering for customers Things You’ll Do Escalation Management Monitor and own resolution of technical and non-technical escalations raised by the customer across different channels (low CSAT, via CSM, social media etc) Partner with Customer Success to understand our customer’s program objectives and key milestones to support issue prioritisation Partner with Technical Escalation Engineering, and Engineering teams to ensure issues are prioritised with the right level of urgency Proactively mitigate escalations by monitoring customer pain points and addressing open issues with customers prior to escalation Proactively identify service opportunities (e.g. EPS, TAM, Partner) for customers who would benefit from additional support Participate in on-call rotations (including weekend on-call) Direct Customer Care Provide world class customer communications, responsive follow-through and collaborate extensively to resolve all customer issues Provide solutions to customers on niche technical specialities such as SDK, SSO, themes, vanity url Mentoring Enable Quni to more effectively and efficiently resolve challenging technical issues through peer to peer coaching and mentorship Support the continued development of technical skills across our Quni team, through knowledge sharing and product training (e.g. troubleshooting masterclasses) What We’re Looking For On Your Resume Minimum Qualifications Bachelor’s degree from a competitive university Hard-working self-starter capable of concurrently running multiple projects in a dynamic environment Comfort in working both autonomously and collaboratively Ability to learn technical concepts and articulate them to a non-technical audience Desire to mentor entry level Specialists in both technical and professional capacities Ability to effectively multitask and prioritize between competing demands Detail-oriented Familiarity with software and front-end development Familiarity with data analytics and data-driven decisions An ability to grasp customer needs and recommend value-added solutions Excellent verbal and written communication skills Strong problem-solving skills Preferred Qualifications Previous experience in a technical role and/or technical skills Proven work experience in customer-facing, consulting, or sales role What You Should Know About This Team The Escalation Management Team is committed to resolving Customer Ops escalations with a customer-first mindset, prioritizing unblocking the customer quickly and effectively. Team members have the authority to request help and resources as needed and pursue multiple resolution paths in parallel to expedite support outcomes. EMT leverages deep product knowledge and strong collaboration with cross-functional teams to ensure timely, expert resolution of both technical and non-technical escalations. The team values proactive escalation prevention, continuous improvement, and fostering long-term customer satisfaction through mentorship and knowledge sharing. Our Team’s Favorite Perks and Benefits A comprehensive total rewards package consisting of base, sales incentives and generous benefits. We believe in sharing Qualtrics success which is part of the compensation for all employees. Private health insurance - top of the range coverage for medical and extras benefits. Annual Experience Bonus - we want to facilitate some great experiences for our employees. Put this bonus towards an experience you’ve always wanted to have! Experience Leave - additional 5 days a year to take for experiences! Quarterly Wellness Stipend - we take care of your physical and mental wellbeing with a fantastic reimbursement program. Commuter allowance - we take care of your public transport expenses to the office! Catered lunches in our North Sydney office - 5 days a week. We also have a well-stocked kitchen full of snacks, drinks and other goodies. The Qualtrics Hybrid Work Model: Our hybrid work model is elegantly simple: we all gather in the office three days a week; Mondays and Thursdays, plus one day selected by your organizational leader. These purposeful in-person days in thoughtfully designed offices help us do our best work and harness the power of collaboration and innovation. For the rest of the week, work where you want, owning the integration of work and life. #hybrid Qualtrics is an equal opportunity employer meaning that all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other protected characteristic. Applicants in the United States of America have rights under Federal Employment Laws:Family & Medical Leave Act, Equal Opportunity Employment, Employee Polygraph Protection Act Qualtrics is committed to the inclusion of all qualified individuals. As part of this commitment, Qualtrics will ensure that persons with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please let your Qualtrics contact/recruiter know. Not finding a role that’s the right fit for now? Qualtrics Insiders is the one-stop shop for all things Qualtrics Life. Sign up for exclusive access to content created with you in mind and get the scoop on what we have going on at Qualtrics - upcoming events, behind the scenes stories from the team, interview tips, hot jobs, and more. No spam - we promise! You'll hear from us two times a month max with fresh, totally tailored info - so be sure to stay connected as you explore your best role and company fit.

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Responsibilities

The Escalations Manager Specialist will manage customer and executive escalations, providing technical solutions and ensuring timely resolution of issues. They will also mentor employees and enhance overall service through knowledge sharing.

Escalations Manager Specialist at Qualtrics - Australia

Sydney, New South Wales, Australia - Full Time

Experience Required
Minimum 2 year(s)

Senior Manager, Donor Relations at GDG on Campus | University of Sydney

Camperdown, Victoria, Australia - Full Time

Skills Needed
Leadership, Stakeholder Management, Relationship Building, Project Management, Event Planning, Strategic Thinking, Creativity, Mentoring, Collaboration, Innovation

Experience Required
Minimum 5 year(s)

Regional S&TS Assurance Manager at Australian Red Cross Lifeblood

, Queensland, Australia - Full Time

Skills Needed
Leadership, People Management, Scientific Expertise, Problem Solving, Stakeholder Collaboration, Organizational Skills, Regulatory Knowledge, Team Development

Experience Required
Minimum 5 year(s)

Strategic Partnerships Manager at moomoo

Sydney, New South Wales, Australia - Full Time

Experience Required
Minimum 2 year(s)

Territory Manager - Low Voltage at Eaton USA

City of Stirling, Western Australia, Australia - Full Time

Experience Required
Minimum 2 year(s)

Department Manager - Bayswater at Bunnings

, , Australia - Full Time

Experience Required
Minimum 2 year(s)

Senior Manager, Financial Crime at QBE Insurance Group

Sydney, New South Wales, Australia - Full Time

Experience Required
Minimum 5 year(s)

Implementation Project Manager at ADP

Cremorne, Victoria, Australia - Full Time

Experience Required
Minimum 5 year(s)

Client Success Manager, Travel at Flywire

Melbourne, Victoria, Australia - Full Time

Experience Required
Minimum 5 year(s)

Product Manager - Marketplaces at Employment Hero

, , Australia - Full Time

Experience Required
Minimum 5 year(s)

MECCA Parramatta - Zone Manager at Mecca Brands

Sydney, New South Wales, Australia - Full Time

Experience Required
Minimum 2 year(s)

Senior Consulting Manager, MMC at Rockwell Automation

Camp Hill, Queensland, Australia - Full Time

Experience Required
Minimum 10 year(s)

Restaurant Manager - Newmarket at NANDO'S LIMITED

, Queensland, Australia - Full Time

Experience Required
Minimum 2 year(s)

Manager IP & Commercialisation at RMIT University

Melbourne, Victoria, Australia - Full Time

Experience Required
Minimum 5 year(s)

Merchandise Manager- Sportstyle at ARC'TERYX

Melbourne, Victoria, Australia - Full Time

Experience Required
Minimum 5 year(s)

Internal Communications Manager at APA Group

Sydney, New South Wales, Australia - Full Time

Experience Required
Minimum 5 year(s)

Territory Manager - ENT and CMF at Stryker - Poland

City of Brisbane, Queensland, Australia - Full Time

Experience Required
Minimum 2 year(s)

Lead Technical Account Manager at RingCentral

, , Australia - Full Time

Experience Required
Minimum 10 year(s)

Duty Manager - Chatswood Place at ALDI Stores

Sydney, New South Wales, Australia - Full Time

Account Manager, Bunnings, Qld at GWA Group Limited

Pinkenba, Queensland, Australia - Full Time

Experience Required
Minimum 2 year(s)