Senior Manager, Escalation Management

<div class="content-intro"><p><strong>Who we are&nbsp;</strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent">&nbsp;hundreds of thousands of businesses&nbsp;</a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.<br><span style="color: rgb(255, 255, 255);">.</span></p> <p><strong>Hiring and how we work</strong></p> <p>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!&nbsp;</p> <p>Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.&nbsp;<br><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as our next Senior Manager, Escalations!</p> <p><strong>About the job</strong></p> <p>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.</p> <p>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 <strong>Influential Operations Leader</strong> 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.</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <h4><strong>Executive Communication &amp; Product Influence</strong></h4> <ul> <li><strong>High-Stakes Liaison and Direct Customer Advocacy:</strong> 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.</li> <li><strong>Product Betterment:</strong> Turn escalation volume into "Business Intelligence." Partner with Customer Experience teams with data-backed evidence to prioritize process and product enhancements.</li> </ul> <h4><strong>Strategic Planning &amp; Governance</strong></h4> <ul> <li><strong>Strategic Roadmap:</strong> Participate in the development&nbsp; and execute a multi-quarter strategy to transition the escalation function from a reactive cost center to a proactive value-driver.</li> <li><strong>MOR &amp; QBR Leadership:</strong> Lead <strong>Monthly Operating Reviews (MORs)</strong> to track departmental health and <strong>Quarterly Business Reviews (QBRs)</strong> with senior leadership to report on trends, Return of Investment (ROI) of mitigation efforts, and long-term risk forecasts.</li> <li><strong>Resource Forecasting:</strong> Plan headcount and tool requirements based on projected product launches and customer growth.</li> </ul> <h4><strong>Project Management Responsibilities and Skills</strong></h4> <ul> <li>Lead end-to-end project lifecycle for cross-functional escalation initiatives, from definition to execution and post-launch analysis.</li> <li>Manage project timelines, dependencies, and deliverables, ensuring adherence to high-quality standards and strategic objectives.</li> <li>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.</li> <li>Ability to facilitate stakeholder alignment and resolve conflicts to drive project milestones to completion.</li> </ul> <h4><strong>Process Creation &amp; Refinement</strong></h4> <ul> <li><strong>Framework Design:</strong> Build, document, and deploy the "Escalation Runbook", defining the triggers, communication cadences, and resolution paths across the company.</li> <li><strong>Continuous Improvement:</strong> Constantly audit existing workflows to identify friction. You will be responsible for the <strong>creation of new SOPs</strong> that bridge gaps between Sales, Support, Customer Experience and Engineering.</li> <li><strong>Operational Rigor:</strong> Establish clear <strong>Operating Level Agreements (OLAs)</strong> with cross-functional partners to ensure accountability and predictable response times.</li> </ul> <h4><strong>People Betterment &amp; Cultural Leadership</strong></h4> <ul> <li><strong>Mentorship &amp; Strategic Maturity:</strong> 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.</li> <li><strong>Cross-Functional Coaching:</strong> 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.</li> </ul> <p><strong>Qualifications&nbsp;</strong></p> <p>Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!</p> <p><strong>*Required:</strong></p> <ul> <li>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</li> <li>Experience being inclusive, while working with team members in different geographic locations and time zones</li> <li>Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge</li> <li>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</li> <li>Have proven documentation ability to “write it down” to create and curate internal and external documentation</li> <li>Have Strong English written and verbal communication skills</li> </ul> <p><strong>Desired:</strong></p> <ul> <li>Experience: 10+ years in high-growth tech, with 7+ years in a leade