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About the Role:
- You will lead the North American Global Escalation Management team, driving Twilio’s mission to deliver unparalleled customer experience.
- This high-impact role involves scaling operations, mentoring talent, and championing continuous process improvement.
Key Responsibilities:
- Serve as the direct interface during high-stakes incidents, translating technical issues into business communications for senior leadership.
- Develop and execute a multi-quarter strategy to transition escalation from reactive to proactive, using data-driven insights.
- Design escalation runbooks, audit workflows, and establish OLAs to ensure predictable response times across teams.
What We Offer:
- Competitive pay, generous time off, ample parental and wellness leave, healthcare, and a retirement savings program.
- A remote-first culture with opportunities for travel to team and customer meetings.
- A supportive environment focused on diversity, inclusion, and community impact.
Twilio
Twilio is shaping the future of communications by delivering innovative solutions to hundreds of thousands of businesses and empowering millions of developers worldwide. They are a remote-first company with a strong culture of connection, global inclusion, and diverse experiences.