VP of Customer Reliability & Escalation

The VP, Global Support ensures WDTS customers maintain confidence in the reliability and operational support of WDTS systems. The role focuses on identifying customer-impacting issues early, prioritizing them by business impact, and coordinating the cross-functional response required to resolve them. This leader focuses on triage and proactive support mitigation strategies. This leader provides visibility to executives when incidents affect customer operations and leads escalation coordination when complex issues span multiple teams.

Requirements

Key Responsibilities

• Support Severity & Escalation Model
• 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.

Customer Experience & Confidence

• Ensure customers have consistent confidence in WDTS support responsiveness and communication.
• 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.

Proactive Support Oversight

• Monitor support activity across key customers to identify systemic risks.
• Engage customers proactively when patterns suggest potential issues or dissatisfaction.
• Coordinate with Customer Success and IGL teams to ensure issues are addressed before escalation.

Operational Intelligence

• Identify recurring incidents and systemic weaknesses across the support environment.
• Surface risks that may affect multiple customers.
• Use incident and support data to drive operational improvement.

Escalation Coordination

• 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.
• The VP, Global Support has authority to initiate escalation protocols and convene cross-functional response teams during high-impact incidents affecting customer operations.

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.

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.

Success Metrics

• Strong customer confidence in WDTS support.
• Early identification of incidents affecting customer operations.
• Clear executive visibility into customer-impacting events.
• Reduced unexpected executive-level escalations.

Customer Engagement

This role maintains regular interaction with priority customers to stay close to operational health and emerging issues, including periodic operational reviews, post-incident discussions, and direct engagement when support trends suggest elevated risk.

Example Reporting

• Typical reporting may include:
• Customer support health summary
• Customer risk watchlist
• Major incident and escalation report
• Support trend analysis

These reports provide leadership with clear awareness of customer operational health and support performance.

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 View email address on click.appcast.io.