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Critical Accounts Program, Manager

4 hours, 56 minutes ago
United States
Full-time
Lead
Program Manager
Project and Program Management
Apply Now
Pure Storage

Pure Storage

Pure Storage is a top all-flash enterprise storage company that simplifies data storage with modern, easy-to-manage solutions, driving business and IT transformation for organizations worldwide.

IT Services
1K-5K
Founded 2009
View All Jobs 57

Description

  • Lead cross-functional teams in resolving high-priority customer and product escalations.
  • Develop and maintain governance, policies, and standard procedures for crisis management.
  • Serve as the primary liaison for executives and C-level customer contacts during critical incidents.
  • Provide transparent updates on issue status, recovery progress, and post-mortem findings.
  • Create, analyze, and report KPIs to improve service delivery and team workflows.
  • Coach management teams on escalation management best practices.
  • Lead root-cause analyses and preventative initiatives following major incidents.
  • Document lessons learned and drive improvements that prevent recurring issues.

Requirements

  • 7–10+ years of experience managing executive customer escalations.
  • 10+ years of management experience.
  • Bachelor’s degree required; equivalent experience may be considered.
  • Deep experience leading high-stakes customer escalations and crisis situations.
  • Ability to apply structured frameworks to complex problem resolution.
  • Exceptional cross-functional collaboration, influence, and executive communication skills.
  • Proven experience establishing governance, KPIs, policies, and workflows in complex environments.
  • Familiarity with enterprise incident management platforms such as ServiceNow.
  • Ability to coordinate technical resources during critical incidents.

Benefits

  • Annual base salary of $134,000–$201,000 USD.
  • Potential eligibility for incentive pay and/or equity.
  • Remote work opportunity.
  • Flexible time off and wellness resources.
  • Company-sponsored team events.
  • Growth and professional development support.
  • Inclusive workplace with Employee Resource Groups.

Interested in this position?

Apply directly on the company website

Apply Now

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