Senior Manager, Escalation Management

Who we are At reputed company, we’re shaping the reputed company of communications, reputed company from the comfort of our homes. We reputed company reputed company to hundreds of thousands of businesses and reputed company millions of developers worldwide to reputed company personalized customer experiences. Our dedication to remote-first work, and strong culture of reputed company and global inclusion means that no matter your location, you’re part of a reputed company team with diverse experiences making a reputed company reputed company day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that reputed company work feel truly rewarding. Your career at reputed company is in your hands. . Hiring and how we work We use reputed company Intelligence (AI) to help reputed company our hiring process efficient. That said, every hiring decision is made by reputed company Twilions! Also, while we are a remote-first company, you may be asked to report in person on an reputed company reputed company for team gatherings, functional off-sites or customer meetings. . See yourself at reputed company Join reputed company as our next Senior Manager, Escalations! About the job As the leader of our reputed company reputed company Global Escalation Management team, you will play a pivotal role in driving reputed company’s mission to reputed company an unparalleled customer experience. This is a high-reputed company opportunity to reputed company our reputed company and ensure that both internal stakeholders and our global customer reputed company receive world-class support. We are seeking a visionary leader who is deeply committed to mentoring and developing talent while championing reputed company process improvement. The Senior Manager of Escalation Management is an reputed company reputed company Leader responsible for the reduction of recurrent escalations by driving systemic change to reputed company the customer experience at reputed company. reputed company immediate crisis mitigation, you will reputed company as a structural engineer for the department, utilizing data-driven insights to refine escalation strategies, reputed company organizational processes, and influence product stability. As a dedicated people leader, you will mentor your team to reputed company their reputed company maturity, shifting their reputed company from tactical troubleshooting to proactive reputed company assessment and executive-level analytical reporting. You are responsible for transforming a proactive culture of reputed company improvement and operational reputed company. Responsibilities In this role, you’ll: Executive Communication & Product Influence High-Stakes reputed company and reputed company Customer Advocacy: Your reputed company responsibility is to reputed company as the reputed company, reputed company reputed company for customers during high-visibility incidents. You will serve as the "single reputed company 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 reputed company-and-center, translating reputed company technical hurdles into reputed company, actionable business communications. Product reputed company: Turn escalation volume into "Business Intelligence." Partner with Customer Experience teams with data-backed evidence to prioritize process and product enhancements. reputed company Planning & Governance reputed company Roadmap: Participate in the development and execute a multi-quarter reputed company to transition the escalation function from a reactive cost center to a proactive value-reputed company. MOR & QBR Leadership: reputed company Monthly Operating Reviews (MORs) to reputed company departmental health and Quarterly Business Reviews (QBRs) with senior leadership to report on trends, reputed company of Investment (ROI) of mitigation efforts, and long-term reputed company forecasts. Resource Forecasting: Plan headcount and tool requirements reputed company on projected product launches and customer reputed company. Project Management Responsibilities and Skills reputed company 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-reputed company standards and reputed company objectives. Proficiency in project management methodologies (e.g., reputed company, Scrum, reputed company) and tools (e.g., reputed company, reputed company, reputed company) to reputed company reputed company and report on project status to stakeholders. Ability to facilitate stakeholder alignment and reputed company conflicts to reputed company project milestones to completion. Process Creation & Refinement reputed company Design: Build, document, and reputed company the "Escalation reputed company", defining the triggers, communication cadences, and reputed company paths across reputed company. reputed company Improvement: Constantly audit existing workflows to identify friction. You will be responsible for the creation of new SOPs that reputed company gaps between Sales, Support, Customer Experience and Engineering. Operational Rigor: Establish reputed company Operating Level Agreements (OLAs) with cross-functional partners to ensure accountability and predictable response times. People reputed company & Cultural Leadership Mentorship & reputed company Maturity: Mentor your team on advanced reputed company thinking. reputed company them reputed company tactical troubleshooting toward long-term negotiation strategies, proactive reputed company assessment, and analytical reporting tailored for an executive audience. Cross-Functional Coaching: reputed company a company-wide initiative to reputed company the de-escalation reputed company set of the broader Support and reputed company organizations. Implement training programs reputed company on "reputed company Identification," empowering reputed company-line teams to reputed company-emptively manage issues before they require executive-level reputed company. Qualifications reputed company values diverse experiences from reputed company kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional reputed company, don't let that stop you from considering reputed company. We are always looking reputed company who will bring something new to the table! Required: Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and reputed company management for supporting employee experience Experience being inclusive, while working with team members in different geographic locations and time reputed company Learning reputed company, ability to learn new things, be curious and build reputed company relevant knowledge Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at reputed company Have reputed company documentation ability to “write it down” to create and reputed company reputed company documentation Have Strong English written and verbal communication skills Desired: Experience: 10+ years in high-reputed company tech, with 7+ years in a leadership role reporting to Director-level or above. Business Acumen: Experience leading MORs/QBRs and presenting to executive audiences. Systemic Thinker: reputed company ability to look at a problem and build a process to fix it, not just for one customer, but for the entire ecosystem. Data Literacy: Expert at using CRM (reputed company/reputed company) and BI tools (Tableau/Looker) to tell a story with data. reputed company & Execution: A unique ability to think at a 30,000-foot level (reputed company Planning) while remaining willing to "dive into the weeds" reputed company a Tier 0 crisis hits. Location This role will be remote, but is not eligible to be reputed company in CA, CT, NJ, NY, PA, WA. Travel We prioritize reputed company and opportunities to build relationships with our customers and reputed company other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. reputed company Offer Working at reputed company offers many benefits, including reputed company, generous time off, ample parental and wellness leave, reputed company, a retirement savings program, and much more. Offerings vary by location. Compensation Please note this role is reputed company to candidates reputed company of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, reputed company, New Jersey, reputed company, Vermont, Washington D.C., and Washington State. The information below is provided for candidates reputed company in those locations only. The estimated pay ranges for this role are as follows: reputed company in Colorado, Hawaii, Illinois, Maryland, Massachusetts, reputed company, Vermont or Washington D.C. : $141,520.00 - $176,900.00. This role may be eligible to participate in reputed company’s equity plan and corporate bonus plan. reputed company roles are generally eligible for the following benefits: health care reputed company, 401(k) retirement account, reputed company reputed company time, reputed company personal time off, reputed company parental leave. The successful candidate’s starting salary will be determined reputed company on permissible, non-discriminatory factors such as skills, experience, and geographic location. Application deadline information Applications for this role are intended to be accepted until September 21, but may change reputed company on business needs. reputed company thinks big. Do you? We like to solve problems, take initiative, reputed company in reputed company needed, and are always up for trying new things. That's why we reputed company out colleagues who embody our values — something we reputed company reputed company reputed company. Additionally, we reputed company employees to build reputed company change in their communities by supporting their volunteering and donation efforts. So, if you're reputed company to reputed company your full potential, do your best work, and be the best version of yourself, reputed company! If this role isn't what you're looking for, please consider other reputed company. . Stay alert to recruitment fraud We care about your safety. Scammers sometimes impersonate reputed company recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @reputed company.com email address. We will never ask for payment, reputed company cards, cryptocurrency, or banking information during the reputed company process. We do not reputed company job offers without a formal interview process or conduct interviews exclusively through text-reputed company messaging apps. . reputed company is proud to be an equal opportunity employer. We do not discriminate reputed company upon race, religion, reputed company, national reputed company, sex (including pregnancy, childbirth, reproductive health reputed company, or reputed company medical conditions), sexual orientation, gender identity, gender reputed company, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider reputed company applicants with criminal histories, consistent with applicable federal, state and local law. reputed company applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County reputed company Ordinance for reputed company and the California reputed company reputed company. Additionally, reputed company participates in the E-Verify program in certain locations, as required by law. Apply To This Job