Critical Situation Manager, Customer Support

Job Description

The Critical Situation Manager (Crit Sit Manager) is a highly challenging and visible role focused on improving customer satisfaction with escalated or high-impact incidents. This individual will act as the customers advocate within Workday. engaging and driving escalated issues to resolution by coordinating the correct resources within Global Support and with our partners elsewhere in the Workday organization. This role requires a strong understanding of incident management best practices, excellent communication and coordination skills, and the ability to effectively lead and collaborate with cross-functional teams. About the Role Workday s customer base continues to grow as does the need for continued and excellent customer support. Our Critical Situation Manager will be focused on improving customer satisfaction and time to resolution for escalated issues around the globe. This role will coordinate internal efforts to resolve escalated issues that have a significant impact on the business relationship or affect customer productivity. The Critical Situation Manager will also be responsible for developing and monitoring dashboards for trends to reduce the amount of escalations and improve overall customer satisfaction. Key Areas of Responsibility: Identify critical incidents and high-impact customer facing issues (e.g., Recruiting or Payroll related, hot patches, data recovery, Security incidents) Assemble the necessary technical teams and leadership to address the incident Establish a clear communication channel to keep all stakeholders informed about the situation, including updates on the issue, mitigation efforts, and estimated resolution time. As the centerpoint for Support s internal communication during an incident (e.g., leadership communication, FAQs, TAMs, Alert updates), allow Support teammates to focus on case-level communication, escalations, and customer outreach. Make critical decisions regarding escalation, resource allocation, and communication strategies during the incident Monitor the scope of the issue and its impact on customers, providing regular updates to key decision-makers After resolving the incident, participate in Correction of Error/problem management work to identify root causes, implement preventive measures, and improve future response processes especially within Support. Identify and document incident trends. Collaborate with Support domain leaders and PT on corrective actions. Participate in a rotating schedule as Shift Advisor for weekend support. Required Skills/Experience: 5+ years of experience in product support, customer success, account management or consulting for large, complex HCM/Financial systems (SaaS preferred) Act with sense of urgency and drive Strong written, verbal communication and presentation skills Ability to drive escalations through defined process to resolution Strong conflict management skills Experience influencing people across functional boundaries Effective working with global or international operations Ability to work effectively in high stress situations