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community-executive-escalations-program-manager

Skill8 starsChanged 6 months agoMITView on GitHub

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.

1 other project uses a version of this.

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We split this skill into the rules it gives an agent

3 rules. About 0 are common, 3 are distinctive, and 0 are very specific to this project.

  • ≈0

    Common · estimate

    Many files like this have a rule of this kind.

  • ≈3

    Distinctive · estimate

    This author's own choices. Worth a look.

  • 0

    Very specific

    Tied to their project's names, files or tools. Probably skip.

  • Common
  • Distinctive
  • Very specific
  1. Distinctive:

    Run community escalation response (forums, social, GitHub, Discord, public posts)

    line 21
  2. Distinctive:

    Run post-escalation retros and playbook updates

    line 27
  3. Distinctive:

    Every active escalation has single DRI, severity, and next update time

    line 90

≈ “Common” is an estimate: at least 1 in 5 of the 350,495 skill files we read have a rule of the same kind, not the same words. “Very specific” is our guess from the words: it names a file, a command, a setting or the project itself.

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Files
SKILL.md

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

NeedSkill
Ticket repro and eng escalation packagesupport-engineer
Outage/incident program and status pageincident-management-engineer
Cross-team technical program RAIDtechnical-program-manager
External/customer message approvalcommunication-lead
CS onboarding, health, renewalscustomer-ops-specialist
Legal review of public responsecommercial-counsel
Exec storyline and business framingbusiness-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

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