Senior Manager, Escalation Management

Overview

Lead Twilio's North American Global Escalation Management team, driving systemic change to reduce recurrent escalations and transform the customer experience at scale.

What you'll do

• Act as the direct, primary interface for customers during high-visibility incidents, serving as the single source of truth for customers and Senior Director/VP level leaders.
• Turn escalation volume into business intelligence and partner with Customer Experience teams to prioritize process and product enhancements.
• Participate in developing and executing a multi-quarter strategy to move the escalation function from a reactive cost center to a proactive value-driver.
• Lead Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs) with senior leadership on trends, 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, managing timelines, dependencies and deliverables.
• Facilitate stakeholder alignment and resolve conflicts to drive project milestones to completion.
• Build, document and deploy the Escalation Runbook, defining triggers, communication cadences and resolution paths across the company.
• Audit existing workflows to identify friction and create new SOPs bridging 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, long-term negotiation strategies, proactive risk assessment and executive-audience analytical reporting.
• Lead a company-wide initiative to uplevel de-escalation skills across Support and Operations, implementing training focused on Betterment Identification.

What you'll need

• Ability to put yourself in the customer's shoes and demonstrate 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" and create and curate internal and external documentation.
• Strong English written and verbal communication skills.

Nice to have

• Experience: 10+ years in high-growth tech, with 7+ years in a leadership role reporting to Director-level or above.
• Business acumen: experience leading MORs/QBRs and presenting to executive audiences.
• Systemic thinker: proven ability to look at a problem and build a process to fix it for the entire ecosystem.
• Data literacy: expert at using CRM (Salesforce/Zendesk) and BI tools (Tableau/Looker) to tell a story with data.
• Strategy and execution: ability to think at a 30,000-foot level while remaining willing to dive into the weeds when a Tier 0 crisis hits.

Details

• Remote role, not eligible to be hired in CA, CT, NJ, NY, PA or WA.
• May be required to report in person ad hoc for team gatherings, functional off-sites or customer meetings, and to travel occasionally for project or team in-person meetings.
• Applications intended to be accepted until September 21, subject to change based on business needs.