[Hiring] Senior Manager, Escalation Management @Twilio

Role Description

As the leader of our North American Global Escalation Management team, you will play a pivotal role in driving Twilio’s mission to deliver an unparalleled customer experience. This is a high-impact opportunity to scale our operations and ensure that both internal stakeholders and our global customer base receive world-class support.

We are seeking a visionary leader who is deeply committed to mentoring and developing talent while championing continuous process improvement. The Senior Manager of Escalation Management is an Influential Operations Leader responsible for the reduction of recurrent escalations by driving systemic change to transform the customer experience at scale.

Beyond immediate crisis mitigation, you will act as a structural engineer for the department, utilizing data-driven insights to refine escalation strategies, evolve organizational processes, and influence product stability. As a dedicated people leader, you will mentor your team to elevate their strategic maturity, shifting their focus from tactical troubleshooting to proactive risk assessment and executive-level analytical reporting.

You are responsible for transforming a proactive culture of continuous improvement and operational excellence.

Responsibilities

• Executive Communication & Product Influence
  • High-Stakes Liaison and Direct Customer Advocacy: Act as the direct, primary interface for customers during high-visibility incidents.
  • Product Betterment: Turn escalation volume into "Business Intelligence." Partner with Customer Experience teams with data-backed evidence to prioritize process and product enhancements.
• Strategic Planning & Governance
  • Strategic Roadmap: Participate in the development and execute a multi-quarter strategy to transition the escalation function from a reactive cost center to a proactive value-driver.
  • MOR & QBR Leadership: Lead Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs) with senior leadership.
  • Resource Forecasting: Plan headcount and tool requirements based on projected product launches and customer growth.
• Project Management Responsibilities and Skills
  • Lead end-to-end project lifecycle for cross-functional escalation initiatives.
  • Manage project timelines, dependencies, and deliverables.
  • Proficiency in project management methodologies (e.g., Agile, Scrum, Waterfall) and tools (e.g., Jira, Asana, Airtable).
  • Ability to facilitate stakeholder alignment and resolve conflicts.
• Process Creation & Refinement
  • Framework Design: Build, document, and deploy the "Escalation Runbook".
  • Continuous Improvement: Audit existing workflows to identify friction and create new SOPs.
  • Operational Rigor: Establish clear Operating Level Agreements (OLAs) with cross-functional partners.
• People Betterment & Cultural Leadership
  • Mentorship & Strategic Maturity: Mentor your team on advanced strategic thinking.
  • Cross-Functional Coaching: Lead a company-wide initiative to uplevel the de-escalation skill set of the broader Support and Operations organizations.

Qualifications

• Ability to put yourself in the customer’s shoes and demonstrate dedication to the customer experience.
• Experience being inclusive while working with team members in different geographic locations and time zones.
• Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge.
• Demonstrated ability to identify process and team improvements, innovation, and creatively solve problems.
• Proven documentation ability to create and curate internal and external documentation.
• Strong English written and verbal communication skills.

Requirements

• 10+ years in high-growth tech, with 7+ years in a leadership role reporting to Director-level or above.
• Experience leading MORs/QBRs and presenting to executive audiences.
• Proven ability to look at a problem and build a process to fix it for the entire ecosystem.
• Expert at using CRM (Salesforce/Zendesk) and BI tools (Tableau/Looker) to tell a story with data.
• Ability to think at a strategic level while remaining willing to dive into the weeds when a crisis hits.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Additional benefits vary by location.