Customer Service Escalation Manager

Seeking a skilled and experienced Escalation Manager to oversee customer complaint handling and escalation resolution within our call center operations. This role will be responsible for leading the escalation process, managing high-level consumer issues, and ensuring service excellence across all touchpoints. The Escalation Manager will also directly supervise a Consumer Relations Coordinator, providing guidance, development opportunities, and performance management. This position requires strong leadership, exceptional communication skills, and a proactive approach to customer advocacy and process improvement.

Key Responsibilities:

Escalation & Complaint Management

• Lead and manage the intake and resolution of escalated consumer complaints, ensuring timely and satisfactory outcomes.
• Monitor escalation trends and perform internal reviews to assess potential risks, quality concerns, or recurring issues.
• Partner with internal stakeholders—including Legal, Quality, and Brand teams—to handle sensitive or high-risk consumer issues.
• Track the status of consumer samples, coordinating with facility quality managers to ensure accurate and empathetic customer communication.
• Develop and execute resolution strategies that balance customer satisfaction with company standards and policies.

Team & People Management

• Supervise and support the Consumer Relations Coordinator, including daily task management, coaching, training, and performance reviews.
• Foster a collaborative and growth-oriented team environment that promotes professional development and service excellence.
• Provide leadership in customer service best practices and escalation handling for both direct and broader customer support teams.

Knowledge Management & Training

• Facilitate ongoing refresher training and communicate updates related to processes, systems, and policies.
• Collaborate with internal teams to ensure accuracy and accessibility of public-facing knowledge base content and customer-facing communications.

Data Analysis & Reporting

• Collect and analyze data related to consumer contacts and escalations, delivering insights to leadership to inform decision-making and strategy.
• Identify trends in service quality, customer satisfaction, and recurring issues to improve internal processes and enhance the customer experience.
• Serve as a liaison between the call center and internal departments to ensure customer feedback is effectively integrated into operational processes and product quality initiatives, supporting cross-functional alignment and data-driven strategy execution

• Benefits, subject to election and eligibility: Medical, Dental, Vision, Disability, Paid Time Off (including paid parental leave, vacation, and sick time), 401k with company match, Tuition Reimbursement, and Mileage Reimbursement
• Annual bonus based on performance and eligibility

• 5+ years of experience in customer service or contact center environments, with 2+ years in a management or supervisory role.
• Proven ability to manage escalated customer interactions with professionalism, empathy, and sound judgment.
• Experience directly managing employees, including performance coaching and team development.

• Detail-oriented with a commitment to operational excellence and continuous improvement.

• Strong written, verbal communication and conflict resolution skills, with the ability to collaborate across functions and influence outcomes.
• Proficiency in Microsoft Office (especially Excel) and CRM tools
• Experience developing training materials and using LMS platforms is a plus.
• Bachelor’s degree in business, Communications, or a related field preferred.

Keurig Dr Pepper (NASDAQ: KDP) is a leading beverage company in North America, with a portfolio of more than 125 owned, licensed and partners brands and powerful distribution capabilities to provide a beverage for every need, anytime, anywhere. We operate with a differentiated business model and world-class brand portfolio, powered by a talented and engaged team that is anchored in our values. We work with big, exciting beverage brands and the #1 single-serve coffee brewing system in North America at KDP, and we have fun doing it!

Together, we have built a leading beverage company in North America offering hot and cold beverages together at scale. Whatever your area of expertise, at KDP you can be a part of a team that’s proud of its brands, partnerships, innovation, and growth. Will you join us?

We strive to be an employer of choice, providing a culture and opportunities that empower our team of ~29,000 employees to grow and develop. We offer robust benefits to support your health and wellness as well as your personal and financial well-being. We also provide employee programs designed to enhance your professional growth and development, while ensuring you feel valued, inspired and appreciated at work.

Keurig Dr Pepper is an equal opportunity employer and recruits qualified applicants and advances in employment its employees without regard to race, color, religion, gender, sexual orientation, gender identity, gender expression, age, disability or association with a person with a disability, medical condition, genetic information, ethnic or national origin, marital status, veteran status, or any other status protected by law.