Build amazing customer experiences on the Twilio platform with APIs for SMS, RCS, voice, and email, plus conversational AI for smarter engagement, and identity verification for trust. Backed by Bessemer, a16z and Founders Fund.
About the role
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.
What they're looking for
- Lead end-to-end project lifecycle for cross-functional escalation initiatives, from definition to execution and post-launch analysis
- Manage project timelines, dependencies, and deliverables, ensuring adherence to high-quality standards and strategic objectives
- Proficiency in project management methodologies (e.g., Agile, Scrum, Waterfall) and tools (e.g., Jira, Asana, Airtable) to track progress and report on project status to stakeholders
- Ability to facilitate stakeholder alignment and resolve conflicts to drive project milestones to completion
- Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience
- Experience being inclusive, while working with team members in different geographic locations and time zones
More about this role
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.
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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.
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Join the team as our next Senior Manager, Escalations!
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...
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