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Senior Manager, Escalations at Twilio - ApplyBlast

Senior Manager, Escalations

Twilio

1 month ago

3.9 on Glassdoor

Remote

Full Time

Senior

16 applicants

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About this role

The Senior Manager, Escalations leads Twilio's North American Global Escalation Management team, serving as the primary interface for customers during high‑visibility incidents and driving systemic improvements to reduce recurrent escalations. This role combines executive communication, strategic planning, and people leadership to transform escalation processes into proactive, data‑driven value drivers for the organization.

Responsibilities

Lead executive communication and customer advocacy during high‑visibility incidents
Develop and execute multi‑quarter escalation strategy and governance
Mentor team and drive process improvement across support functions

Skills

About Twilio

twilio.com

Headquarters

San Francisco, California, United States

Company Size

5001-10000 employees

Founded

2008

View Profile

Twilio is a cloud communications and Customer Engagement Platform that provides developer-friendly APIs and AI-enabled tools for building messaging and voice experiences. Its services let businesses send SMS and WhatsApp, run programmable voice, manage email, and orchestrate omnichannel customer workflows and contact center interactions. Companies choose Twilio for its scalable global infrastructure, rich data and AI integrations, and comprehensive developer tooling that accelerates communication-led applications.