I think this is an example of "shipping your org chart". The fix is proposed in the reply "we need one person/team to own the overall picture", but I am not sure they reached that fix by the end of the thread.

The logical outcome of an escalation like this is that there is no single threaded leader for this user experience, the org charts are wrong, and one or more sr. leaders are culpable. But no one wants to hear that.