Twilio — компания, создающая будущее коммуникаций, remote-first культура
Responsibilities
Lead the North American Global Escalation Management team
Act as the direct, primary interface for customers during high-visibility incidents
Turn escalation volume into business intelligence, partner with Customer Experience teams
Participate in the development and execute a multi-quarter strategy to transition the escalation function from a reactive cost center to a proactive value-driver
Lead Monthly Operating Reviews (MORs) and Quarterly Business Reviews (QBRs)
Plan headcount and tool requirements based on projected product launches and customer growth
Lead end-to-end project lifecycle for cross-functional escalation initiatives
Build, document, and deploy the Escalation Runbook
Establish clear Operating Level Agreements (OLAs) with cross-functional partners
Mentor team on advanced strategic thinking and analytical reporting
Requirements
Proficiency in project management methodologies (Agile, Scrum, Waterfall) and tools (Jira, Asana, Airtable)
Ability to facilitate stakeholder alignment and resolve conflicts
Experience in escalation management and customer support leadership