Director, Escalation Management

Posted May 17

Join the team as our next Director, Escalation Management

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position will be responsible for leading the incident response and escalation management function with a clear vision within the Global Support Organization at Twilio. As the Director, Escalation Management, you will help define and implement the strategy that delivers a world-class response when customers escalate an issue, implement measures to mitigate situations that lead to customer escalations, and orchestrate Support’s role in responding to high-impact events such as incidents and outages.


In this role, you’ll:

  • Grow and lead a team of Escalation Managers and Incident Response Engineers that respond to, manage and resolve hot escalations and incidents 24x7.
  • Define the vision and strategy of the Escalation Management function, and develop team-level and individual-level KPIs and metrics to drive operational excellence.
  • Act as a customer advocate with R&D teams and Engineering leadership to improve the customer experience through the use of data and insights that surface key customer struggles that lead to escalations and incidents.
  • Plan future staffing requirements and hire skilled team members, ensuring the team can scale with the needs of the business.
  • Maintain trust with customers through high quality communications and issue management during incidents and escalated situations.
  • Build effective reporting, analyze data and surface insights from escalation and incident trends for executive consumption. Identify betterments and lead cross-functional efforts that will systematically reduce the recurrence of these root causes.
  • Iterate on the current escalation process based on stakeholder feedback. Innovate and develop new ways to be proactive and automate the processes that are the foundation of the Escalation Manager and Incident Response Engineer roles.
  • Manage and monitor performance. Deliver against people goals, such as employee growth, retention and engagement.


Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!


  • 10+ years of experience in technical support, support delivery or escalation management, with at least 5+ years as a people manager.
  • A strategic problem solver, able to come up with out of the box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics.
  • Strong people leader with the ability to attract, motivate, retain and develop people.
  • Outstanding communicator equally comfortable speaking technical details with frontline Support Engineers and R&D teams, as with providing high level summaries to executive leadership and key customer decision makers (VPs, CxOs, etc.)
  • Able to work in a dynamic, ever changing environment with a strong bias toward action.


  • Able to build confidence with high level business decision makers and customer executives by taking command of a situation, maintaining a calm demeanor, and providing just the right response during heated situations.


This role will be remote and based in the USA

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Colorado applicants:

  • The estimated pay range for this role, based in Colorado, is 145,520 - 200,090.
  • Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Misc Info For This Position:

Remote Mix: 100% Remote

Position Level: Director

Job Type: Full-Time

Regional Restrictions: USA Only

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United States


Job Info:
100% Remote

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