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Join Twilio as Senior Manager of Escalation Management, leading the North American Global Escalation Management team. This is a high-impact operations leadership role focused on transforming escalation management from a reactive cost center into a proactive value driver for the organization.
You will serve as the primary interface for customers during high-visibility incidents, acting as the "single source of truth" between customers and senior leadership (Director/VP level). This is a front-and-center role requiring direct customer advocacy and complex technical-to-business communication translation.
Key responsibilities include:
**Executive Communication & Product Influence:** Lead high-stakes customer liaisons during critical incidents. Partner with Customer Experience teams using data-backed insights to drive product and process enhancements, converting escalation volume into actionable business intelligence.
**Strategic Planning & Governance:** Develop and execute multi-quarter strategy to shift escalation function toward proactive value creation. Lead Monthly Operating Reviews (MORs) tracking departmental health and Quarterly Business Reviews (QBRs) with senior leadership reporting on trends, ROI of mitigation efforts, and long-term risk forecasts. Forecast headcount and tool requirements based on product launches and customer growth.
**Project Management:** Lead end-to-end project lifecycle for cross-functional escalation initiatives. Manage timelines, dependencies, and deliverables using methodologies like Agile/Scrum and tools such as Jira, Asana, or Airtable. Facilitate stakeholder alignment and resolve conflicts to drive milestones to completion.
**People Leadership & Development:** Mentor and develop team members, elevating their strategic maturity and shifting focus from tactical troubleshooting to proactive risk assessment and executive-level analytical reporting. Champion continuous process improvement and operational excellence culture.
You will drive systemic change to reduce recurrent escalations, act as a structural engineer for the department using data-driven insights, and influence product stability across Twilio's platform serving hundreds of thousands of businesses.
About Twilio
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