Senior Manager, Escalation Management
Twilio Care Score 48
Remote - US · Remote · Customer Support · Posted 2026-09-03
16w paid maternity · 12w paid paternity · IVF coverage · Fertility support
About this role
Who we are 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. Our dedication to remote-first work , 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. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! 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. . See yourself at Twilio Join the team as our next Senior Manager, Escalations! About the job 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. 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 Influential Operations Leader 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. Responsibilities In this role, you’ll: Executive Communication & Product Influence High-Stakes Liaison and Direct Customer Advocacy: 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. Product Betterment: Turn escalation volume into "Business Intelligence." Partner with Customer Experience teams with data-backed evidence to prioritize process and product enhancements. Strategic Planning & Governance Strategic Roadmap: Participate in the development and execute a multi-quarter strategy to transition the escalation function from a reactive cost center to a proactive value-driver. MOR & QBR Leadership: 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. Resource Forecasting: 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. 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. Ability to facilitate stakeholder alignment and resolve conflicts to drive project milestones to completion. Process Creation & Refinement Framework Design: Build, document, and deploy the "Escalation Runbook", defining the triggers, communication cadences, and resolution paths across the company. Continuous Improvement: Constantly audit existing workflows to identify friction. You will be responsible for the creation of new SOPs that bridge gaps between Sales, Support, Customer Experience and Engineering. Operational Rigor: Establish clear Operating Level Agreements (OLAs) with cross-functional partners to ensure accountability and predictable response times. People Betterment & Cultural Leadership Mentorship & Strategic Maturity: Mentor your team on advanced strategic thinking. Move them beyond tactical troubleshooting toward long-term negotiation strategies, proactive risk assessment, and ana…