Senior Manager, Escalation Management

Twilio
United States
Workplace: RemoteFull timeUSD 141,520 - 176,900 annuallyFunction: Solutions Engineering & Sales EngineeringExperience: 10+ yearsSkills: ["Mentorship","Strategic thinking","Problem-solving","Communication","Continuous improvement"]

Lead Twilio’s North American Global Escalation Management team to reduce recurrent escalations through data-driven systemic change. Serve as the single point of contact during high-visibility incidents, translate complex issues into executive-ready communications, and turn escalation volume into actionable business intelligence. Own multi-quarter strategy, MORs/QBRs, escalation runbooks, and cross-functional operating level agreements, while mentoring leaders and up-leveling de-escalation skills across Support and Operations.

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FursaFursa
Twilio
Twilio
18 hours ago

Senior Manager, Escalation Management

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Last checked: 10 hours agoStatus: Live

Job Summary

Lead Twilio’s North American Global Escalation Management team to reduce recurrent escalations through data-driven systemic change. Serve as the single point of contact during high-visibility incidents, translate complex issues into executive-ready communications, and turn escalation volume into actionable business intelligence. Own multi-quarter strategy, MORs/QBRs, escalation runbooks, and cross-functional operating level agreements, while mentoring leaders and up-leveling de-escalation skills across Support and Operations.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Solutions Engineering & Sales Engineering
Seniority: Manager level

Key Responsibilities

  • •Act as the primary liaison for customers during high-visibility incidents, translating complex technical issues into clear executive-ready communications.
  • •Drive process and product improvements by turning escalation volume into business intelligence and partnering with Customer Experience teams.
  • •Own multi-quarter strategy to transition escalation from reactive to proactive value-driver; lead MORs and QBRs with senior leadership.
  • •Lead cross-functional escalation initiatives end-to-end, managing timelines, dependencies, deliverables, and stakeholder alignment.
  • •Build and deploy an Escalation Runbook, establish operating level agreements, and develop team capability via mentorship and training programs.
Travel: Low travel

Pay and Benefits

Salary: USD 141,520 - 176,900 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid LeavePaid SickParental Leave

Key Requirements

  • •People management experience in customer support with coaching and performance management to improve supporting employee experience.
  • •Experience working inclusively across different geographic locations and time zones.
  • •Learning mindset with curiosity to build internal and external knowledge.
  • •Ability to identify process and team improvements and creatively solve problems to operate at scale.
  • •Strong documentation ability and strong English written and verbal communication skills.
Experience:10+ yearsHigh-growth tech
Skills:MentorshipStrategic thinkingProblem-solvingCommunicationContinuous improvement
Languages:English
Tech Stack:JiraAsanaAirtableSalesforceZendeskTableauLookerAgileScrumWaterfall

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn