# Senior Manager, Escalation Management

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Customer Success
**Salary:** $142k – $177k/yr
**Experience:** 10+ years
**Skills:** Project Management, Agile, Scrum, Waterfall, Jira, Asana, Airtable, Salesforce, Zendesk, Tableau, Looker, Executive Communication, Process Design, People Management
**Posted:** 2026-09-03

> Leads high-visibility customer escalations, executive communications, cross-functional process improvement, and team development. The role requires strategic leadership, project management, data literacy, and 10+ years of experience in high-growth technology environments.

## Job Description

## Responsibilities
- Serve as the primary customer interface and single source of truth during high-visibility incidents, translating complex technical issues into clear business communications for customers and senior executives.
- Use escalation data and customer experience insights to influence process and product improvements.
- Develop and execute a multi-quarter strategy to evolve escalation management from a reactive function into a proactive value driver.
- Lead Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs), reporting on departmental health, mitigation ROI, trends, and long-term risks.
- Forecast headcount and tooling needs based on product launches and customer growth.
- Lead cross-functional escalation initiatives through definition, execution, and post-launch analysis.
- Manage project timelines, dependencies, deliverables, stakeholder alignment, and conflict resolution.
- Build and maintain escalation runbooks, standard operating procedures, communication cadences, resolution paths, and Operating Level Agreements (OLAs).
- Audit workflows and improve coordination across Sales, Support, Customer Experience, and Engineering.
- Mentor team members in strategic thinking, negotiation, proactive risk assessment, executive reporting, and performance management.
- Lead training initiatives to improve de-escalation and proactive issue management across Support and Operations.

## Requirements
- Demonstrated customer advocacy and commitment to customer and employee experience through people management, coaching, and performance management.
- Experience working inclusively with geographically distributed teams across time zones.
- Learning mindset, curiosity, and ability to build relevant internal and external knowledge.
- Ability to identify process and team improvements, innovate, and develop scalable solutions.
- Strong documentation skills, including creating and curating internal and external documentation.
- Strong written and verbal English communication skills.

## Nice-to-haves
- 10+ years of experience in high-growth technology environments.
- 7+ years in a leadership role reporting to a Director or above.
- Experience leading MORs and QBRs and presenting to executive audiences.
- Systemic problem-solving and process design experience.
- Data literacy using CRM platforms such as Salesforce or Zendesk and BI tools such as Tableau or Looker.
- Ability to balance strategic planning with hands-on response during critical incidents.
- Experience with Agile, Scrum, or Waterfall methodologies.
- Experience with Jira, Asana, or Airtable.

## Compensation
- Estimated pay range for eligible listed locations: $141,520.00–$176,900.00.
- May be eligible for equity and a corporate bonus plan.
- Benefits may include healthcare insurance, 401(k), paid sick and personal time off, and paid parental leave.
- Occasional travel may be required for project or team meetings.

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