VP of Customer Reliability & Escalation

Key Responsibilities

• Own the severity classification model used across support activity.
• Ensure incidents are prioritized by business impact (revenue, operational, IT) rather than only by system component.
• Define thresholds for escalating high-impact incidents.
• Ensure leadership receives early warning when customer operations may be affected.
• Engage directly with priority customers to understand operational concerns and emerging risks.
• Work closely with Customer Success leadership so customer communication reflects the true operational situation.
• Monitor support activity across key customers to identify systemic risks.
• Engage customers proactively when patterns suggest potential issues or dissatisfaction.
• Cookordination with Customer Success and IGL teams to ensure issues are addressed before escalation.
• Coordinate customer communication while escalation response is executed.
• Ensure leadership receives early awareness of potential customer-impacting events.
• Identify incidents requiring cross-functional escalation beyond the support organization.
• Escalate and manage complex multi-team operational incidents when required.
• Coordinate customer communication while escalation response is executed.
• Ensure leadership receives early awareness of potential customer-impacting events.
• Lead coordination during major customer incidents.
• Ensure communication remains clear and consistent throughout resolution.
• Align engineering, delivery, and operations teams around recovery plans.
• Lead post-incident reviews and drive improvements to prevent recurrence.
• Provide leadership with clear reporting on customer health, incidents, and support performance.
• Maintain visibility into major incidents and escalation trends.
• Highlight patterns that indicate systemic operational risk.

Experience & Qualifications

• 10+ years in customer-facing operational or support leadership roles.
• Experience managing high-impact customer incidents or escalations.
• Strong communication skills with both customers and executive leadership.
• Ability to identify systemic issues across complex operational environments.
• Demonstrated ability to coordinate teams across engineering, delivery, and customer functions.
• Experience supporting enterprise or mission-critical technology environments.

Major Incident Leadership

• Lead coordination during major customer incidents.
• Ensure communication remains clear and consistent throughout resolution.
• Align engineering, delivery, and operations teams around recovery plans.
• Lead post-incident reviews and drive improvements to prevent recurrence.

Executive Visibility & Reporting

• Provide leadership with clear reporting on customer health, incidents, and support performance.
• Maintain visibility into major incidents and escalation trends.
• Highlight patterns that indicate systemic operational risk.

Job Type

Full-time, exempt

Total Rewards

$175,000 - $225,000 annually. Applicable pay within the posted range may vary based on factors including, but not limited to, geographical location, job function of the position, education, and experience of the selected candidate.

Employees may be eligible for a discretionary bonus in addition to base pay.

Annual bonuses are designed to reward individual contributions as well as business results.

Medical (HSA), Dental, Vision Insurance

Employer-provided Group Life Insurance & Long-Term Disability Insurance

401k Retirement Plan with Employer Contributions

Generous Paid Time Off & 15 Paid Holidays

Discretionary Bonus Plan, based on eligibility

Equal Opportunity

Walker Digital Table Systems, LLC (WDTS) is an Equal Opportunity Employer. We appreciate and welcome the value and contributions of individuals with diverse backgrounds and encourage all qualified individuals to apply.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation due to a disability for any aspect of the employment process, please contact hr@wdtablesystems.com.