Senior Manager, Escalation Management
New
T
TwilioCommunications Technology
Remote - US, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.Full-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 ManagementSalesforceJiraTableauAsanaZendeskLooker
Requirements
- 10+ years of experience in high-growth tech, including 7+ years in a leadership role reporting to Director-level or above.
- Strong English written and verbal communication skills.
- Proven ability to create and curate internal and external documentation.
- Expertise in people management, including coaching and performance management.
- Demonstrated ability to identify process improvements and solve complex problems creatively.
- Experience using CRM platforms like Salesforce or Zendesk.
- Proficiency with BI tools such as Tableau or Looker.
- Ability to work effectively with team members across different geographic locations and time zones.
- Experience leading MORs/QBRs and presenting to executive audiences.
- Proficiency in project management methodologies (e.g., Agile, Scrum, Waterfall) and tools (e.g., Jira, Asana, Airtable).
Responsibilities
- Act as the primary interface for customers during high-visibility incidents, translating technical hurdles into business communication.
- 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 (MORs) and Quarterly Business Reviews (QBRs) to report on trends and ROI to senior leadership.
- Design and deploy the Escalation Runbook, defining triggers, communication cadences, and resolution paths.
- Mentor and coach team members on advanced strategic thinking, proactive risk assessment, and analytical reporting.
- Manage project lifecycles for cross-functional initiatives, ensuring alignment and resolution of conflicts.
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