Senior Manager, Escalation Management

Location: Remote - US; not eligible for hiring in California, Connecticut, New Jersey, New York, Pennsylvania, or Washington. Occasional travel may be required for project or team meetings.

Salary: $141,520–$176,900 per year for candidates hired in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington, D.C. The role may also include equity and a corporate bonus.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences.

What you will do

• Lead the North American Global Escalation Management function and act as the primary customer liaison during high-visibility incidents.
• Translate complex technical issues into clear business communications for customers and senior executives.
• Develop multi-quarter strategies, lead Monthly Operating Reviews and Quarterly Business Reviews, and forecast resource needs.
• Manage cross-functional escalation projects from definition through execution and post-launch analysis using project management methodologies and tools.
• Build escalation runbooks, SOPs, and Operating Level Agreements across Sales, Support, Customer Experience, and Engineering.
• Mentor escalation specialists and deliver training that improves de-escalation, proactive risk assessment, and executive reporting.

Requirements

• Experience managing, coaching, and developing people with a strong focus on customer experience and employee performance.
• Ability to work inclusively with colleagues across different geographic locations and time zones.
• Demonstrated ability to identify process and team improvements, solve problems creatively, and operate at scale.
• Strong documentation skills, including creating and maintaining internal and external documentation.
• Strong written and verbal English communication skills required.
• Desired background includes 10+ years in high-growth technology and 7+ years in leadership roles reporting to Director level or above.

Nice to have

• Experience leading MORs and QBRs and presenting to executive audiences.
• Advanced CRM and BI experience, including Salesforce, Zendesk, Tableau, or Looker.
• Experience with Agile, Scrum, Waterfall, Jira, Asana, or Airtable.
• Ability to combine strategic planning with hands-on support during critical incidents.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, customer meetings, or project sessions.
• Competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.
• Benefits vary by location and may include health insurance, 401(k), paid sick time, paid personal time off, and paid parental leave.
• Inclusive workplace focused on connection, collaboration, innovation, and community impact.

Hiring process

• Applications are intended to be accepted until September 21, subject to change based on business needs.
• Hiring decisions are made through a formal interview process involving real Twilio employees.