The opportunity
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.
What you'll do
High-Stakes Liaison and Direct Customer Advocacy: Your primary responsibility is to act as the direct, primary interface for customers during high-visibility incidents. You will serve as the "single source of truth" for both the customer and the Senior Director/VP level. This is not a behind-the-scenes role; you are expected to be front-and-center, translating complex technical hurdles into clear, actionable business communications.
Product Betterment: Turn escalation volume into "Business Intelligence." Partner with Customer Experience teams with data-backed evidence to prioritize process and product enhancements.
Strategic Roadmap: 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.
MOR & QBR Leadership: Lead Monthly Operating Reviews (MORs) to track departmental health and Quarterly Business Reviews (QBRs) with senior leadership to report on trends, Return of Investment (ROI) of mitigation efforts, and long-term risk forecasts.
Resource Forecasting: Plan headcount and tool requirements based on projected product launches and customer growth.
Lead end-to-end project lifecycle for cross-functional escalation: initiatives, from definition to execution and post-launch analysis.
What they're looking for
- 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.
- Framework Design: Build, document, and deploy the "Escalation Runbook", defining the triggers, communication cadences, and resolution paths across the company.
