Remote Senior Manager, Escalations & Customer Experience

Twilio; Northern (KY); Hybrid; USD 140,000 - 200,000; Full time

Benefits offered by this job

Remote-first

Healthcare benefits

Generous leave

Job summary

Twilio is seeking a Senior Manager, Escalations, to lead North American Global Escalation Management. You will transform escalation handling into proactive, scalable operations, mentoring teams and driving strategic improvements across product and support functions.

You will partner with CX, Sales, Engineering and Product to reduce recurrence, improve processes and provide executive-level reporting. This role is remote-first with occasional in-person meetings.

Qualifications

• Experience leading escalation or operations teams in a tech environment.
• Proven track record in driving process improvements and reducing escalations.
• Strong communication skills with executive audiences and stakeholder alignment.

Responsibilities

• Lead end-to-end escalation initiatives across cross-functional teams.
• Manage and report on MORs and QBRs with senior leadership.
• Develop and deploy escalation runbooks and SOPs.

Skills

Leadership

Strategic planning

Executive communication

Data storytelling

CRM familiarity

BI tools

Cross-functional

Project management

Process improvement

Tools

Jira

Asana

Airtable

Salesforce

Zendesk

Tableau

Looker

Job description

Twilio is seeking a Senior Manager, Escalations, to lead North American Global Escalation Management. You will transform escalation handling into proactive, scalable operations, mentoring teams and driving strategic improvements across product and support functions.

You will partner with CX, Sales, Engineering and Product to reduce recurrence, improve processes and provide executive-level reporting. This role is remote-first with occasional in-person meetings.