Senior Manager, Escalation Management

🕒 September 3

🇺🇸 United States – Remote

💵 $141.5k - $176.9k / year

⏰ Full Time

🟠 Senior

👔 Manager

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Lead Twilio’s North American Global Escalation Management team • Act as the primary customer interface during high-visibility incidents • Translate complex technical issues into clear, actionable business communications • Serve as the single source of truth for customers and senior leadership • Partner with Customer Experience teams to prioritize process and product enhancements using data • Develop and execute a multi-quarter strategy for the escalation function • Lead Monthly Operating Reviews and Quarterly Business Reviews • Report on departmental trends, mitigation ROI, and long-term risk forecasts • Forecast headcount and tool requirements based on product launches and customer growth • Lead end-to-end cross-functional escalation projects • Manage project timelines, dependencies, deliverables, and post-launch analysis • Use Agile, Scrum, or Waterfall methodologies and project management tools such as Jira, Asana, or Airtable • Facilitate stakeholder alignment and resolve conflicts • Build and deploy an Escalation Runbook • Create SOPs bridging Sales, Support, Customer Experience, and Engineering • Establish Operating Level Agreements with cross-functional partners • Mentor the team in strategic thinking, negotiation, risk assessment, and executive reporting • Lead company-wide de-escalation training for Support and Operations teams

🎯 Requirements

• Ability to demonstrate dedication to customer experience through people management, coaching, and performance management • Experience working inclusively with team members in different geographic locations and time zones • Learning mindset and ability to build relevant internal and external knowledge • Ability to identify process and team improvements and creatively solve problems at scale • Proven documentation ability • Strong English written and verbal communication skills • Desired: 10+ years in high-growth tech • Desired: 7+ years in a leadership role reporting to Director-level or above • Experience leading MORs/QBRs and presenting to executive audiences • Ability to build systemic processes that address ecosystem-wide problems • Expertise with CRM tools such as Salesforce or Zendesk • Expertise with BI tools such as Tableau or Looker • Ability to combine strategic planning with hands-on crisis involvement

🏖️ Benefits

• Competitive pay • Generous time off • Parental leave • Wellness leave • Healthcare insurance • 401(k) retirement account • Paid sick time • Paid personal time off • Paid parental leave • Potential eligibility for Twilio’s equity plan • Potential eligibility for corporate bonus plan • Volunteering and donation support