Senior Escalation Strategy Lead - Remote

Twilio; United States; On-site; USD 142,000 - 177,000; Full time

Benefits offered by this job

Health care insurance

401(k) retirement plan

Paid sick time

Paid personal time off

Paid parental leave

Job summary

Twilio is seeking a Senior Manager of Escalation Management to lead the North American Global Escalation team. This role drives a high-impact transformation of the customer experience, mentoring leaders, and scaling proactive risk management and executive reporting. Remote-first, with occasional in-person gatherings as needed.

You will influence product, governance, and operations, reducing recurring escalations through systemic change and robust performance metrics.

Qualifications

• Required: ability to lead a team and manage performance for the customer experience
• Required: experience working with teams across geographic locations and time zones
• Required: learning mindset, curiosity, and ability to acquire internal/external knowledge
• Required: identifying process and team improvements and scalable solutions
• Proven documentation ability to create internal/external docs
• Strong English written and verbal communication skills

Responsibilities

• Act as the direct, primary interface for customers during high-visibility incidents; be the single source of truth for customers and senior leadership.
• Turn escalation volume into business intelligence; partner with Customer Experience to prioritize process and product improvements.
• Develop and execute a multi-quarter strategy to shift escalation from reactive to proactive value-driver.
• Lead MORs and QBRs; report on trends, ROI, and risk forecasts to senior leadership.
• Plan headcount and tool requirements based on product launches and growth.
• Lead end-to-end projects; manage timelines, dependencies, and deliverables across cross-functional teams.
• Design and deploy the Escalation Runbook; define triggers, comms cadence, and resolution paths.
• Create SOPs bridging Sales, Support, CX, and Engineering; establish clear OLAs with partners.

Skills

People leadership

Customer advocacy

Project management

Agile / Scrum / Waterfall

Jira / Asana / Airtable

English communication

Tools

Jira

Asana

Airtable

Salesforce / Zendesk

Tableau / Looker

Job description

Twilio is seeking a Senior Manager of Escalation Management to lead the North American Global Escalation team. This role drives a high-impact transformation of the customer experience, mentoring leaders, and scaling proactive risk management and executive reporting. Remote-first, with occasional in-person gatherings as needed.

You will influence product, governance, and operations, reducing recurring escalations through systemic change and robust performance metrics.