# Senior Manager, Escalation Management at Twilio

- Company: Twilio
- What the company does: 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.
- Company website: https://www.twilio.com/
- Type: Startups
- Level: Senior
- Location: Remote - US
- Work setup: Remote
- Posted: 2026-09-03
- Apply by: 2026-10-18
- Apply: https://job-boards.greenhouse.io/twilio/jobs/8172311
- Page: https://www.1752.vc/careers/jobs/twilio-senior-manager-escalation-management/

## 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

Tags: Customer Support