Senior Manager, Escalation Management

This is a fully remote position, open to applicants in United States.

📋 Description

• Lead Twilio’s North American Global Escalation Management team.

• Serve as the main point of contact for customers during high-stakes incidents.

• Convert intricate technical challenges into clear, actionable business communications.

• Act as the definitive source of information for customers and senior leadership.

• Collaborate with Customer Experience teams to prioritize enhancements in processes and products using data.

• Formulate and implement a multi-quarter strategy for the escalation function.

• Conduct Monthly Operating Reviews and Quarterly Business Reviews.

• Provide reports on departmental trends, mitigation ROI, and long-term risk forecasts.

• Anticipate headcount and tool needs based on product launches and customer growth.

• Oversee end-to-end cross-functional escalation projects.

• Manage project timelines, dependencies, deliverables, and conduct post-launch analysis.

• Employ Agile, Scrum, or Waterfall methodologies and project management tools such as Jira, Asana, or Airtable.

• Foster stakeholder alignment and resolve conflicts effectively.

• Develop and implement an Escalation Runbook.

• Create Standard Operating Procedures bridging Sales, Support, Customer Experience, and Engineering.

• Set up Operating Level Agreements with cross-functional partners.

• Guide the team in strategic thinking, negotiation, risk assessment, and executive reporting.

• Lead company-wide de-escalation training for Support and Operations teams.

⛳️ Requirements

• Demonstrated commitment to customer experience through effective people management, coaching, and performance management.

• Experience collaborating inclusively with team members across various geographic locations and time zones.

• A learning-oriented mindset with the ability to cultivate relevant internal and external knowledge.

• Capability to identify process and team enhancements and creatively address problems at scale.

• Proven ability in documentation.

• Excellent written and verbal communication skills in English.

• Desired: 10+ years in a high-growth technology environment.

• Desired: 7+ years in a leadership position reporting to Director-level or higher.

• Experience leading Monthly Operating Reviews/Quarterly Business Reviews and presenting to executive audiences.

• Ability to establish systemic processes that address issues spanning the entire ecosystem.

• Proficiency with CRM tools such as Salesforce or Zendesk.

• Expertise in Business Intelligence tools like Tableau or Looker.

• Ability to merge strategic planning with direct involvement in crisis situations.

🏝️ 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.

• Support for volunteering and donations.