Strategic Escalation Program Manager

Do you enjoy taking ownership to be successful?

Do you thrive on managing a variety of impactful programs?

Join our App & API Program Management Team!

This role sits within the Application Security organization, which builds products that keep customer applications, APIs, and users safe from cybersecurity threats. You'll be part of a team of product, engineering, and program leaders working together to bring focus to big-picture roadmaps/urgent priorities.

Partner with the best

As a Strategic Escalation Program Manager, you will serve as the strategic liaison between executive leadership, sales, product management, program management and engineering teams. This role will establish/manage a systematic approach to handling high-priority customer escalations, executive requests, and critical business issues that impact product roadmaps and engineering priorities.

As a Program Manager Senior, you will be responsible for:

• Serving as the owner for high-priority internal escalations tied to key accounts, revenue impact, or executive concern.
• Partnering with Product, Engineering, Program Management, and other teams to triage and shape requests/critical issues into structured, clear inputs based on customer impact/business needs
• Driving timely and data-driven resolution while navigating ambiguity in response to Application Security's most high priority issues
• Maintaining centralized documentation for escalations and requests, ensuring full lifecycle tracking from intake through resolution
• Providing proactive status updates to stakeholders without overburdening engineering or product teams
• Facilitating escalation triage meetings and decision-making processes
• Identifying and drive opportunities to systematize escalation handling, reducing ad hoc workflows and enabling repeatable playbooks
• Partnering with Product/Program Managers to ensure escalation workflows align with existing planning rhythms and team structures, where appropriate

Do what you love

To be successful in this role you will:

• Have 5+ years of program management experience, in cybersecurity or enterprise software environments and a bachelors degree
• Demonstrate Experience with SDLC processes, product roadmap planning, and change management
• Have proven experience managing executive-level stakeholder and customer communications and expectations
• Possess excellent written and verbal communication skills with ability to translate between business and technical contexts
• Have familiarity with agile development methodologies and product management tools
• Have experience designing and implementing operational processes at scale

Work in a way that works for you

FlexBase, Akamai's Global Flexible Working Program, is based on the principles that are helping us create the best workplace in the world. When our colleagues said that flexible working was important to them, we listened. We also know flexible working is important to many of the incredible people considering joining Akamai. FlexBase, gives 95% of employees the choice to work from their home, their office, or both (in the country advertised). This permanent workplace flexibility program is consistent and fair globally, to help us find incredible talent, virtually anywhere. We are happy to discuss working options for this role and encourage you to speak with your recruiter in more detail when you apply. 

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At Akamai, we're curious, innovative, collaborative and tenacious. We celebrate diversity of thought and we hold an unwavering belief that we can make a meaningful difference. Our teams use their global perspectives to put customers at the forefront of everything they do, so if you are people-centric, you'll thrive here.

Working for you

At Akamai, we will provide you with