Escalations manager vs customer care manager

The differences between escalations managers and customer care managers can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both an escalations manager and a customer care manager. Additionally, an escalations manager has an average salary of $95,457, which is higher than the $41,181 average annual salary of a customer care manager.

The top three skills for an escalations manager include escalation management, technical support and customer support. The most important skills for a customer care manager are patients, home health, and social work.

Escalations manager vs customer care manager overview

	Escalations Manager	Customer Care Manager
Yearly salary	$95,457	$41,181
Hourly rate	$45.89	$19.80
Growth rate	-	8%
Number of jobs	53,187	129,140
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 57%	Bachelor's Degree, 59%
Average age	47	47
Years of experience	6	6

What does an escalations manager do?

An escalations manager is an individual who is in-charged in dealing with and resolving customer escalations while maintaining a strong relationship with the customer. The essential skills that an escalations manager should possess to accomplish his/her or her responsibilities include excellent technical and customer service skills. The requirements to qualify for the position include prior work experience related to the field and possess a bachelor's or associate degree in business, management, communication, or a related discipline.

What does a customer care manager do?

A customer care manager is primarily in charge of the customer care team that ensures that all clients are satisfied with a company's products and services. Moreover, a customer care manager's responsibilities typically revolve around conducting assessments of employee performances, resolving complex issues and concerns, managing schedules, delegating tasks, and producing progress reports and presentations. There are also instances when one must respond to calls and correspondence and report to supervisors. Furthermore, as a manager, it is essential to lead and encourage the team to reach goals while implementing the company's policies and regulations.

Escalations manager vs customer care manager salary

Escalations managers and customer care managers have different pay scales, as shown below.

	Escalations Manager	Customer Care Manager
Average salary	$95,457	$41,181
Salary range	Between $71,000 And $126,000	Between $28,000 And $59,000
Highest paying City	Seattle, WA	Olympia, WA
Highest paying state	Washington	Washington
Best paying company	Google	Adobe
Best paying industry	Technology	Telecommunication

Differences between escalations manager and customer care manager education

There are a few differences between an escalations manager and a customer care manager in terms of educational background:

	Escalations Manager	Customer Care Manager
Most common degree	Bachelor's Degree, 57%	Bachelor's Degree, 59%
Most common major	Business	Business
Most common college	California State University - Bakersfield	California State University - Bakersfield

Escalations manager vs customer care manager demographics

Here are the differences between escalations managers' and customer care managers' demographics:

	Escalations Manager	Customer Care Manager
Average age	47	47
Gender ratio	Male, 55.4% Female, 44.6%	Male, 38.1% Female, 61.9%
Race ratio	Black or African American, 10.6% Unknown, 4.7% Hispanic or Latino, 18.1% Asian, 5.2% White, 60.8% American Indian and Alaska Native, 0.6%	Black or African American, 10.3% Unknown, 4.8% Hispanic or Latino, 18.2% Asian, 5.7% White, 60.3% American Indian and Alaska Native, 0.7%
LGBT Percentage	8%	8%

Differences between escalations manager and customer care manager duties and responsibilities

Escalations manager example responsibilities.

Work within standing orders to help patients effectively manage their diabetes though medications and other specialty consultations.
Insert insurance and patient demographics, verify Medicaid and Medicare.
Verify member insurance eligibility for Medicare, CMO, and other Medicaid benefit plans.
Monitor agents phone calls then set individual AHT.
Point of contact for adding internal users to CRM software and troubleshooting.
Develop bonus structures and are in charge of payroll for multiple projects.

Customer care manager example responsibilities.

Create and manage department documentation to meet ISO and FDA regulations.
Manage and complete projects that are assigned to the CSM group.
Plan, organize and manage all Medicare and Medicaid call center activities.
Manage relationships with vendors including, vendor selection, contract negotiations, escalations and SLA oversight and remediation.
Lead the redesign of IVR functionality leading to $700K in annual savings and less than a year ROI.
Manage customer communication, RMA program, key supplier performance audits and quarterly QBRs, and internal audits with major accounts.

Escalations manager vs customer care manager skills

Common escalations manager skills

Escalation Management, 12%
Technical Support, 10%
Customer Support, 8%
Traction, 6%
Customer Relationships, 5%
Excellent Interpersonal, 5%

Common customer care manager skills

Patients, 16%
Home Health, 12%
Social Work, 11%
Community Resources, 8%
Discharge Planning, 6%
Data Entry, 4%

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Office and Administrative Industry
Escalations Manager
Escalations Manager vs Customer Care Manager

Updated January 8, 2025

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