Senior Manager, Escalation Management

Twilio

4d•$141,520 - $176,900•Remote

About The Position

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.

Requirements

Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee 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 “Drawing the Owl” to creatively solve problems and allow your team to operate at scale
Proven documentation ability to “write it down” to create and curate internal and external documentation
Strong English written and verbal communication skills

Nice To Haves

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, not just for one customer, but for the entire ecosystem.
Expert at using CRM (Salesforce/Zendesk) and BI tools (Tableau/Looker) to tell a story with data.
A unique ability to think at a 30,000-foot level (Strategic Planning) while remaining willing to "dive into the weeds" when a Tier 0 crisis hits.

Responsibilities

Act as the direct, primary interface for customers during high-visibility incidents, serving as the "single source of truth" for both the customer and Senior Director/VP level.
Translate complex technical hurdles into clear, actionable business communications.
Turn escalation volume into "Business Intelligence" and partner with Customer Experience teams with data-backed evidence to prioritize process and product enhancements.
Participate in the development and execution of a multi-quarter strategy to transition the escalation function from a reactive cost center to a proactive value-driver.
Lead Monthly Operating Reviews (MORs) to track departmental health and Quarterly Business Reviews (QBRs) with senior leadership to report on trends, Return of Investment (ROI) of mitigation efforts, and long-term risk forecasts.
Plan headcount and tool requirements based on projected product launches and customer growth.
Lead end-to-end project lifecycle for cross-functional escalation initiatives, from definition to execution and post-launch analysis.
Manage project timelines, dependencies, and deliverables, ensuring adherence to high-quality standards and strategic objectives.
Build, document, and deploy the "Escalation Runbook", defining the triggers, communication cadences, and resolution paths across the company.
Constantly audit existing workflows to identify friction and create new SOPs that bridge gaps between Sales, Support, Customer Experience and Engineering.
Establish clear Operating Level Agreements (OLAs) with cross-functional partners to ensure accountability and predictable response times.
Mentor your team on advanced strategic thinking, moving them beyond tactical troubleshooting toward long-term negotiation strategies, proactive risk assessment, and analytical reporting tailored for an executive audience.
Lead a company-wide initiative to uplevel the de-escalation skill set of the broader Support and Operations organizations.
Implement training programs focused on "Betterment Identification," empowering front-line teams to pre-emptively manage issues before they require executive-level intervention.