Senior Manager of Escalation Management, Twilio

• We are seeking a visionary leader who is deeply committed to mentoring and developing talent while championing continuous process improvement
• 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
• Have proven documentation ability to “write it down” to create and curate internal and external documentation
• Have Strong English written and verbal communication skills

Desirable

• 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
• 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
• Executive Communication & Product Influence:
• High-Stakes Liaison and Direct Customer Advocacy: Your primary responsibility is to act as the direct, primary interface for customers during high-visibility incidents. You will serve as the "single source of truth" for both the customer and the Senior Director/VP level
• This is not a behind-the-scenes role; you are expected to be front-and-center, translating complex technical hurdles into clear, actionable business communications
• 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) 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
• 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, from definition to execution and post-launch analysis
• Manage project timelines, dependencies, and deliverables, ensuring adherence to high-quality standards and strategic objectives
• Proficiency in project management methodologies (e.g., Agile, Scrum, Waterfall) and tools (e.g., Jira, Asana, Airtable) to track progress and report on project status to stakeholders
• Ability to facilitate stakeholder alignment and resolve conflicts to drive project milestones to completion
• Process Creation & Refinement:
• Framework Design: Build, document, and deploy the "Escalation Runbook", defining the triggers, communication cadences, and resolution paths across the company
• Continuous Improvement: Constantly audit existing workflows to identify friction. You will be responsible for the creation of new SOPs that bridge gaps between Sales, Support, Customer Experience and Engineering
• Operational Rigor: Establish clear Operating Level Agreements (OLAs) with cross-functional partners to ensure accountability and predictable response times
• People Betterment & Cultural Leadership:
• Mentorship & Strategic Maturity: Mentor your team on advanced strategic thinking. Move them beyond tactical troubleshooting toward long-term negotiation strategies, proactive risk assessment, and analytical reporting tailored for an executive audience
• Cross-Functional Coaching: 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

• Applications for this role are intended to be accepted until September 21, but may change based on business needs
• We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!