We are seeking a Regional Escalations & Incidents Manager to join our team .

What you’ll do (Role Expectations)

• Own the end-to-end management of critical customer escalations and high-impact service incidents for customers .
• Lead cross-functional response efforts across Support, Engineering, Product Management, Services, Sales, and leadership teams to drive timely resolution.
• Establish action plans, communication cadences, stakeholder roles, and resolution milestones to keep complex issues on track.
• Translate technical issues into clear business impact, risk, and customer-facing messaging for internal and external stakeholders, including executive audiences.
• Drive post-incident reviews, track corrective and preventive actions through closure, and identify recurring themes to improve product, process, communication, and operational readiness.

Who You Are (Success Profile)

• Calm, decisive leader who can manage ambiguity and maintain momentum during high-pressure customer situations.
• Strong cross-functional partner who builds alignment across technical teams, go-to-market teams, and leadership stakeholders.
• Clear and credible communicator who can tailor messages for both technical audiences and executive decision-makers.
• Customer-focused problem solver who takes ownership, exercises sound judgment, and drives issues through to resolution.
• Organized operator who can balance multiple priorities while maintaining strong attention to detail and follow-through.

What We’re Looking for (Minimum Qualifications)

• Business-fluent Japanese and English, with the ability to lead executive-level communication in both languages.
• Experience managing critical issues in a cross-functional environment, including working with sales, customers, and partners to resolve complex and business-critical situations.
• Ability to communicate effectively about the product from an engineering-level discussion to a customer executive-level conversation.
• Background in cybersecurity, network security, SaaS, or cloud operations.
• 8+ years of experience in customer-facing roles across incident management, escalation management, technical account management, service delivery, support leadership, or critical situation management.

• Are you interested in this position?

   

  Apply by clicking on the “Apply Now” button below!

   

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