Escalation Management Leader – Strategic CX & Ops

Twilio Inc.; United States; Remote; USD 140,000 - 210,000; Full time

Benefits offered by this job

Work from home opportunities

Generous annual time off in all major:

Comprehensive health programs

Retirement planning programs

Maternity, paternity, and family leave

Snacks, drinks, and catered meals

Job summary

Twilio is seeking a visionary Senior Manager of Escalation Management for our North American Global Escalation Management team. You will drive systemic change to transform customer experience at scale, mentoring a team to shift from tactical troubleshooting to proactive risk assessment and executive-level reporting.

You will act as a structural engineer for the department, partnering with product and customer experience teams to reduce escalations, lead MORs/QBRs with senior leadership, and

Qualifications

• 10+ years in high-growth tech environments.
• 7+ years in leadership roles reporting to Director level or above.
• Strong English written and verbal communication skills.
• Experience leading MORs and QBRs and presenting to executive audiences.

Responsibilities

• Lead end-to-end project lifecycle for cross-functional escalation initiatives.
• Coordinate and report MORs and QBRs with senior leadership.
• Define and execute the escalation strategy to reduce recurring issues at scale.
• Develop and implement the Escalation Runbook and cross-functional SLAs (OLAs).
• Mentor and grow a high-performing escalation team for proactive risk management.
• Communicate complex technical hurdles in clear business terms for executives.

Skills

Leadership

Strategic thinking

Executive communication

MOR & QBR leadership

Cross-functional collaboration

Tools

Jira

Asana

Airtable

Job description

Twilio is seeking a visionary Senior Manager of Escalation Management for our North American Global Escalation Management team. You will drive systemic change to transform customer experience at scale, mentoring a team to shift from tactical troubleshooting to proactive risk assessment and executive-level reporting.

You will act as a structural engineer for the department, partnering with product and customer experience teams to reduce escalations, lead MORs/QBRs with senior leadership, and