Greenhouse ·
full-timeSenior Manager, Escalation Management
Twilio · Remote - US
Twilio is a cloud communications platform that enables businesses and developers to embed voice, messaging, video and email capabilities into their applications. As Senior Manager of Escalation Management you would lead the North American Global Escalation Management team, acting as the primary liaison for customers during high‑visibility incidents and communicating directly with senior executives. The role involves using data from escalation trends to drive product and process improvements, planning resources for upcoming product launches, and running monthly operating reviews and quarterly business reviews. You would mentor a team of escalation engineers, shift focus from reactive troubleshooting to proactive risk assessment, and manage end‑to‑end projects that span product, support and customer experience groups. The position suits an experienced operations leader with a strong background in technical support or incident management, proven ability to influence cross‑functional stakeholders, solid project‑management skills (Agile, Scrum or Waterfall), and a data‑driven approach to continuous improvement. Remote work is standard, with occasional in‑person meetings for team gatherings or customer engagements.
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
| Role | Senior Manager, Escalation Management |
|---|---|
| Company | Twilio |
| Location | Remote - US |
| Compensation | Not disclosed |
| Posted | 2026-09-29 |
| Deadline | Rolling |
Typical process for this type of role
A general guide — the exact steps for this specific listing may vary; check the original posting for details.
- 1ApplicationSubmit your resume through the apply link.
- 2ScreeningRecruiter reviews your background against the role.
- 3AssessmentA technical test, assignment, or coding round, depending on the role.
- 4Interview(s)One or more rounds with the hiring team.
- 5OfferOffer letter with compensation and start date.
Before you apply
0/4Senior Manager, Escalation Management at Twilio: frequently asked questions
- What is the salary for this role?
- Twilio has not stated compensation in the listing. Check the original posting or ask during the application process.
- Is the Senior Manager, Escalation Management position remote, hybrid or onsite?
- The listing marks this role as remote, with Remote - US as the location.
- What is the application deadline?
- Twilio has not listed a fixed deadline, so apply early in case the opening is filled.
- How do I apply for the Senior Manager, Escalation Management role?
- Use the Apply button on this page. It opens the original listing on job-boards.greenhouse.io, where you submit your application with the company.
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