Senior Manager, Escalation Management @Twilio

Overview

Twilio is seeking a Senior Manager for its Global Escalation Management team, responsible for leading efforts to enhance customer experience through effective problem resolution strategies. This position is pivotal in scaling operations while fostering a culture of continuous improvement and operational excellence.

Key Responsibilities

• Executive Communication & Product Influence: Serve as a primary liaison for customers during high-visibility incidents, translating technical issues into actionable business communications.
• Product Betterment: Collaborate with Customer Experience teams to prioritize process improvements based on escalation data.
• Strategic Planning & Governance: Develop a strategy to transition the escalation function to a proactive value-driver, lead Monthly Operating Reviews and Quarterly Business Reviews.
• Project Management: Manage end-to-end project lifecycle for escalation initiatives, ensuring high-quality standards.
• Process Creation & Refinement: Design and implement the "Escalation Runbook" and establish Operating Level Agreements.
• People Betterment & Cultural Leadership: Mentor team members, emphasizing proactive risk assessment and executive-level reporting.

Requirements

• Minimum 10+ years of experience in high-growth tech, with at least 7 years in a leadership role.
• Strong customer focus and inclusive leadership style.
• Ability to identify and implement process improvements.
• Proficient in documentation creation and strategic communication.
• Strong English communication skills.

Benefits

Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare benefits, and a retirement savings program.

Location

This is a remote position for candidates within the United States, excluding CA, CT, NJ, NY, PA, and WA.

How to Apply

Interested candidates should apply through the company’s official application channel.

Deadline

Applications are accepted until September 21, though this may change based on business needs.