Senior Manager, Escalation Management

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

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.

Responsibilities

Executive Communication & Product Influence

• Act as the direct, primary interface for customers during high-visibility incidents.
• Serve as the "single source of truth" for both the customer and the Senior Director/VP level.
• Translate complex technical hurdles into clear, actionable business communications.
• Partner with Customer Experience teams to prioritize process and product enhancements using data-backed evidence.

Strategic Planning & Governance

• Participate in the development and execution of a multi-quarter strategy to transition the escalation function from a reactive cost center to a proactive value-driver.
• 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.
• 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.
• Utilize 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.

Process Creation & Refinement

• Build, document, and deploy the "Escalation Runbook", defining triggers, communication cadences, and resolution paths across the company.
• Constantly audit existing workflows to identify friction and create new SOPs that bridge gaps between Sales, Support, Customer Experience, and Engineering.
• Establish clear Operating Level Agreements (OLAs) with cross-functional partners to ensure accountability and predictable response times.

People Betterment & Cultural Leadership

• Mentor your team on advanced strategic thinking, moving them beyond tactical troubleshooting toward long-term negotiation strategies, proactive risk assessment, and analytical reporting.
• Lead a company-wide initiative to uplevel the de-escalation skill set of the broader Support and Operations organizations.

Qualifications

Required:

• Ability to put yourself in the customer's shoes and demonstrate dedication to the customer experience through people management, coaching, and performance management.
• 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 creative problem-solving.
• Proven documentation ability to create and curate internal and external documentation.
• Strong English written and verbal communication skills.

Desired:

• 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, not just for one customer, but for the entire ecosystem.
• Data Literacy: Expert at using CRM and BI tools to tell a story with data.
• Strategy & Execution: Unique ability to think at a 30,000-foot level while remaining willing to "dive into the weeds" when a Tier 0 crisis hits.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

Compensation

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington D.C.: $141,520.00 - $176,900.00.

Location

This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.