Program Manager 3

Job Summary & Responsibilities

The Escalation Program Manager is responsible for leading the end-to-end management of critical part-related escalations impacting field service operations and customer uptime. This role requires advanced analytical capabilities, strong Excel proficiency, and a data-driven mindset to assess escalations, identify root causes, and drive sustainable resolutions. A key focus of this position is leveraging data analytics to prevent escalation reoccurrence while ensuring timely execution and clear communication across cross-functional teams.

• Analyze escalation data to identify trends, recurring issues, and systemic root causes
• Develop and execute corrective actions to prevent escalation reoccurrence
• Leverage advanced Excel skills (pivot tables, XLOOKUP/VLOOKUP, data modeling) to build reports and perform analysis
• Maintain and enhance escalation tracking tools to ensure data accuracy and visibility
• Drive accountability across Supply Chain, Planning, Logistics, and Field Service teams to meet resolution timelines
• Provide structured and timely communication to stakeholders, including executive summaries and escalation updates
• Create dashboards and reporting to track key KPIs (time to resolution, backlog aging, trend analysis)
• Lead escalation review meetings and drive action-oriented outcomes
• Identify process gaps and implement improvements to optimize escalation management workflows

Qualifications

• 3+ years of experience in program management, supply chain, service operations, or escalation management
• Advanced proficiency in Microsoft Excel (pivot tables, XLOOKUP/VLOOKUP, data analysis, reporting)
• Strong analytical and problem-solving skills with a focus on data-driven decision making
• Experience with Oracle ERP systems and reporting tools preferred
• Excellent communication skills with the ability to influence cross-functional teams
• Ability to manage multiple priorities in a fast-paced, high-pressure environment

Success Metrics

• Reduction in repeat escalations through effective root cause analysis
• Improved time to resolution (TTR) and escalation closure rates
• Accuracy and effectiveness of escalation reporting and dashboards
• Improved field service uptime due to timely part delivery
• Demonstrated use of data analytics to drive continuous improvement

Why Join Onto Innovation?

• Competitive salaries and a comprehensive benefits package
• Health, dental, and vision coverage
• Life and disability insurance
• PTO
• 401(k) with employer match
• Employee Stock Purchase Program (ESPP)
• Wellness initiatives
• Cutting-edge tools
• Inclusive culture where contributions are valued and recognized

Compensation & Growth

• Base Salary Range: $86,400.00 - $129,600.00, offered in good faith and based on experience, location, and qualifications
• Annual bonus opportunities and potential long-term incentives tied to both company and individual success

Important Note on Export Compliance

For certain positions requiring access to technical data, U.S. export licensing review may be necessary for applicants who are not U.S. Citizens, Permanent Residents, or other protected persons under 8 U.S.C. 1324b(a)(3).