Senior Manager, Escalation Management

Twilio · Remote - USRemotesenior

In short

▸Líder de alto impacto en gestión de crisis para clientes norteamericanos en Twilio.
▸Actúa como enlace directo con clientes en emergencias, traduciendo problemas técnicos a comunicaciones estratégicas.
▸Centrado en mejorar productos y procesos mediante datos, con enfoque en prevención de problemas recurrentes.

Proficiency in English is required for this role.

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What they ask for

✓Liderazgo comprobado de equipos de soporte o gestión de escaladas.
✓Experiencia en gestión de incidentes de alto perfil con clientes clave.
✓Capacidad demostrada para influir en productos y procesos mediante datos.
✓Experiencia en comunicación ejecutiva con stakeholders internos y externos.
✓Enfoque en mejora continua y transformación de procesos operativos.
✓Habilidades avanzadas de mentoría y desarrollo de talento.

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TwilioAIRemote-firstCustomer ExperienceProduct StabilityData-Driven InsightsExecutive-Level ReportingProactive Risk AssessmentOperational ExcellenceCustomer Advocacy

Who should you write to at Twilio?

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Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as our next Senior Manager, Escalations! About the job As the leader of our North American Global Escalation Management team, you will play a pivotal role in driving Twilio’s mission to deliver an unparalleled customer experience. This is a high-impact opportunity to scale our operations and ensure that both internal stakeholders and our global customer base receive world-class support. We are seeking a visionary leader who is deeply committed to mentoring and developing talent while championing continuous process improvement. The Senior Manager of Escalation Management is an Influential Operations Leader responsible for the reduction of recurrent escalations by driving systemic change to transform the customer experience at scale. Beyond immediate crisis mitigation, you will act as a structural engineer for the department, utilizing data-driven insights to refine escalation strategies, evolve organizational processes, and influence product stability. As a dedicated people leader, you will mentor your team to elevate their strategic maturity, shifting their focus from tactical troubleshooting to proactive risk assessment and executive-level analytical reporting. You are responsible for transforming a proactive culture of continuous improvement and operational excellence. Responsibilities In this role, you’ll: Executive Communication & Product Influence • High-Stakes Liaison and Direct Customer Advocacy: Your primary responsibility is to act as the direct, primary interface for customers during high-visibility incidents. You will serve as the "single source of truth" for both the customer and the Senior Director/VP level. This is not a behind-the-scenes role; you are expected to be front-and-center, translating complex technical hurdles into clear, actionable business communications. • Product Betterment: Turn escalation volume into "Business Intelligence." Partner with Customer Experience teams with data-backed evidence to prioritize process and product enhancements. Strategic Planning & Governance • Strategic Roadmap: Participate in the development and execute a multi-quarter strategy to transition the escal

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