Senior Manager, Escalation Management
Twilio · Remote - US
Posted 13 days ago · $141,520.00 - $176,900.00
or apply directly on Twilio's site. We never take the application ourselves.
Is this posting real?
- This role has been open
- 13 days Twilio's roles stay open a median of 44 days
- Reposted
- No
- Salary listed
- Yes 47% of Twilio's roles list one
- Ghost-job risk at Twilio
- high 77 stale, 14 reposted of 158 open
- Hiring momentum
- 277 roles opened in the last 90 days ↑ up vs. the prior 90 days
- Last confirmed on the employer's board
- 2026-09-17
Measured from postings appearing on and disappearing from Twilio's own greenhouse board since 2026-08-03. Full hiring picture for Twilio.
About this role
In this role as Senior Manager of Escalation Management at Twilio, you will lead the North American Global Escalation Management team, focusing on enhancing customer experience through effective crisis management and process improvement. You will act as a primary liaison for customers during high-stakes incidents, drive strategic planning to transition the escalation function into a proactive value driver, and mentor your team to elevate their strategic capabilities. Your responsibilities will also include project management, process creation, and fostering a culture of continuous improvement across departments.
- benefits
- 3/5
- freshness
- 4/5
- career value
- 4/5
- role clarity
- 5/5
- pay transparency
- 5/5
Scored from the posting itself — how clearly the role is described, how much it says about pay and benefits, and how recently it was listed. Not a judgement of Twilio as an employer.
What you need
- Ability to put yourself in the customer’s shoes and demonstrate dedication to customer experience through people management, coaching, and performance management
- Experience working inclusively with team members in different geographic locations and time zones
- Learning mindset with the ability to learn new things and build relevant knowledge
- Demonstrated ability to identify process and team improvements and creatively solve problems
- Proven documentation ability to create and curate internal and external documentation
- Strong English written and verbal communication skills
Nice to have
- 10+ years in high-growth tech, with 7+ years in a leadership role reporting to Director-level or above
- Experience leading Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs)
- Proven ability to build processes to fix systemic problems
- Expertise in using CRM (Salesforce/Zendesk) and BI tools (Tableau/Looker)
- Ability to think strategically while being willing to dive into details during crises
What you get
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Equity plan and corporate bonus plan
Worth weighing
- Role requires occasional travel for team meetings and project participation
- Remote work is available but not eligible for candidates in CA, CT, NJ, NY, PA, WA
- Salary ranges provided only for specific locations, which may limit salary transparency for candidates in other areas
Summarised from Twilio's posting. Read the full original.
Listed by Twilio on their greenhouse job board, last confirmed open on 2026-09-17. PitchMeAI is not the employer.
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