community-executive-escalations-program-manager

name

community-executive-escalations-program-manager

description

Guides program management for community and executive customer escalations—intake and triage frameworks, severity matrices, cross-functional war rooms, executive briefings, SLA design, playbooks for VIP and public-facing issues, decision logs, and program metrics. Use when standing up or running an exec escalation path, community incident response, champion/VIP programs, steering forums for strategic accounts, or unblocking high-visibility customer issues across CS, support, product, legal, and comms—not for single-ticket debugging (support-engineer), product SEV/on-call design (incident-management-engineer), general TPM milestones (technical-program-manager), marketing campaigns, or legal contract terms (commercial-counsel). Customer ops playbooks: customer-ops-specialist. Message packs: communication-lead.

Community & Executive Escalations Program Manager

When to Use

• Design or improve exec escalation intake, severity, and SLA
• Run community escalation response (forums, social, GitHub, Discord, public posts)
• Stand up program charter, RACI, and escalation ladder to leadership
• Facilitate war rooms for strategic accounts or reputational issues
• Produce executive briefings (facts, impact, options, recommendation, ask)
• Define metrics: time to acknowledge, owner assignment, resolution, recurrence
• Coordinate cross-functional owners (CS, support, eng, product, legal, comms)
• Run post-escalation retros and playbook updates

When NOT to Use

• Reproduce bugs and engineering handoff artifacts → support-engineer
• Paging, SEV definitions, postmortem process for outages → incident-management-engineer
• Multi-team delivery milestones without customer/exec visibility → technical-program-manager
• Company-wide narrative and holding lines → communication-lead
• Renewal health scoring and CS operations → customer-ops-specialist
• Contract negotiation or liability language → commercial-counsel

Related skills

Need	Skill
Ticket repro and eng escalation package	support-engineer
Outage/incident program and status page	incident-management-engineer
Cross-team technical program RAID	technical-program-manager
External/customer message approval	communication-lead
CS onboarding, health, renewals	customer-ops-specialist
Legal review of public response	commercial-counsel
Exec storyline and business framing	business-consultant

Core Workflows

1. Program charter and governance

Scope, forums, RACI, escalation ladder.

See references/program_charter_governance.md.

2. Intake and triage

Community vs executive paths; severity; routing.

See references/intake_triage_matrix.md.

3. Executive escalation playbook

VIP handling, briefing template, leadership cadence.

See references/executive_escalation_playbook.md.

4. Community escalation playbook

Public issues, moderation, coordinated response.

See references/community_escalation_playbook.md.

5. War room operations

Cadence, roles, decision log, exit criteria.

See references/war_room_operations.md.

6. Metrics and reporting

KPIs, exec dashboard, retrospective.

See references/metrics_reporting_retro.md.

Output standards

• Every active escalation has single DRI, severity, and next update time
• Executive briefs are one page: situation, impact, options, recommendation, ask
• Public responses approved via comms/legal when reputational or legal risk
• Decisions logged with date, owner, rationale
• Close with customer outcome and program learnings (playbook delta)

When to load references

• Charter → references/program_charter_governance.md
• Triage → references/intake_triage_matrix.md
• Exec path → references/executive_escalation_playbook.md
• Community path → references/community_escalation_playbook.md
• War room → references/war_room_operations.md
• Metrics → references/metrics_reporting_retro.md