Senior Manager, Escalation Management
New
T
TwilioCommunications Technology
Remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WAFull-TimeManager
Salary$141,520.00 - $176,900.00
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Job Details
- Languages
- English
- Experience
- 10+ years in high-growth tech, with 7+ years in a leadership role
- Required Skills
- Project ManagementPeople ManagementSalesforceTableauZendeskLookerProcess improvementCRM
Requirements
- Ability to demonstrate dedication to the customer experience through people management, coaching, and performance management.
- Experience working inclusively with team members across different geographic locations and time zones.
- Proven ability to identify process and team improvements and creatively solve problems.
- Strong documentation ability to create and curate internal and external documentation.
- Strong English written and verbal communication skills.
- 10+ years of experience in high-growth tech (desired).
- 7+ years in a leadership role reporting to Director-level or above (desired).
- Expertise in using CRM platforms (Salesforce/Zendesk) and BI tools (Tableau/Looker) (desired).
- Experience leading MORs/QBRs and presenting to executive audiences (desired).
Responsibilities
- Act as the primary interface for customers during high-visibility incidents and serve as the single source of truth for senior leadership.
- Develop and execute a multi-quarter strategy to transition the escalation function from a reactive cost center to a proactive value-driver.
- Lead Monthly Operating Reviews and Quarterly Business Reviews to report on trends, ROI of mitigation efforts, and risk forecasts.
- Design, document, and deploy the Escalation Runbook, defining triggers, communication cadences, and resolution paths.
- Identify friction in existing workflows and create new SOPs that bridge gaps between Sales, Support, Customer Experience, and Engineering.
- Mentor team members on advanced strategic thinking, negotiation strategies, and proactive risk assessment.
- Lead company-wide initiatives to uplevel de-escalation skills within the broader Support and Operations organizations.
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