| 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
