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
1---2name: community-executive-escalations-program-manager3description: 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.4---56# Community & Executive Escalations Program Manager78## When to Use910- Design or improve **exec escalation** intake, severity, and SLA11- Run **community escalation** response (forums, social, GitHub, Discord, public posts)12- Stand up **program charter**, RACI, and escalation ladder to leadership13- Facilitate **war rooms** for strategic accounts or reputational issues14- Produce **executive briefings** (facts, impact, options, recommendation, ask)15- Define **metrics**: time to acknowledge, owner assignment, resolution, recurrence16- Coordinate **cross-functional** owners (CS, support, eng, product, legal, comms)17- Run **post-escalation retros** and playbook updates1819## When NOT to Use2021- Reproduce bugs and engineering handoff artifacts → `support-engineer`22- Paging, SEV definitions, postmortem process for outages → `incident-management-engineer`23- Multi-team delivery milestones without customer/exec visibility → `technical-program-manager`24- Company-wide narrative and holding lines → `communication-lead`25- Renewal health scoring and CS operations → `customer-ops-specialist`26- Contract negotiation or liability language → `commercial-counsel`2728## Related skills2930| Need | Skill |31|---|---|32| Ticket repro and eng escalation package | `support-engineer` |33| Outage/incident program and status page | `incident-management-engineer` |34| Cross-team technical program RAID | `technical-program-manager` |35| External/customer message approval | `communication-lead` |36| CS onboarding, health, renewals | `customer-ops-specialist` |37| Legal review of public response | `commercial-counsel` |38| Exec storyline and business framing | `business-consultant` |3940## Core Workflows4142### 1. Program charter and governance4344Scope, forums, RACI, escalation ladder.4546**See `references/program_charter_governance.md`.**4748### 2. Intake and triage4950Community vs executive paths; severity; routing.5152**See `references/intake_triage_matrix.md`.**5354### 3. Executive escalation playbook5556VIP handling, briefing template, leadership cadence.5758**See `references/executive_escalation_playbook.md`.**5960### 4. Community escalation playbook6162Public issues, moderation, coordinated response.6364**See `references/community_escalation_playbook.md`.**6566### 5. War room operations6768Cadence, roles, decision log, exit criteria.6970**See `references/war_room_operations.md`.**7172### 6. Metrics and reporting7374KPIs, exec dashboard, retrospective.7576**See `references/metrics_reporting_retro.md`.**7778## Output standards7980- Every active escalation has **single DRI**, severity, and next update time81- Executive briefs are **one page**: situation, impact, options, recommendation, ask82- Public responses **approved** via comms/legal when reputational or legal risk83- Decisions logged with **date, owner, rationale**84- Close with **customer outcome** and **program learnings** (playbook delta)8586## When to load references8788- **Charter** → `references/program_charter_governance.md`89- **Triage** → `references/intake_triage_matrix.md`90- **Exec path** → `references/executive_escalation_playbook.md`91- **Community path** → `references/community_escalation_playbook.md`92- **War room** → `references/war_room_operations.md`93- **Metrics** → `references/metrics_reporting_retro.md`
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