Twilio3 дня назад
Senior Manager, Escalation Management
Зарплата не указана
РЫНОК
13 634 ₽медиана по профессии
Tech Lead / Team Lead · 356 вакансий с указанной зарплатой
5 092половина предложений: 9 708–18 1041,2 млн
Работодатель не указал зарплату — сравните с рынком сами.
Remote - US
Обязанности
- 01Act as the direct, primary interface for customers during high-visibility incidents
- 02Serve as the single source of truth for both the customer and Senior Director/VP level
- 03Translate complex technical hurdles into clear, actionable business communications
- 04Partner with Customer Experience teams with data-backed evidence to prioritize process and product enhancements
- 05Participate in the development and execute a multi-quarter strategy to transition the escalation function
- 06Lead Monthly Operating Reviews (MORs) to track departmental health
- 07Lead Quarterly Business Reviews (QBRs) with senior leadership to report on trends and risk forecasts
- 08Plan headcount and tool requirements based on projected product launches and customer growth
- 09Lead end-to-end project lifecycle for cross-functional escalation initiatives
- 10Manage project timelines, dependencies, and deliverables
- 11Build, document, and deploy the Escalation Runbook
- 12Constantly audit existing workflows to identify friction
- 13Create new SOPs that bridge gaps between Sales, Support, Customer Experience and Engineering
- 14Establish clear Operating Level Agreements (OLAs) with cross-functional partners
- 15Mentor team on advanced strategic thinking and proactive risk assessment
- 16Lead company-wide initiative to uplevel the de-escalation skill set of broader organizations
- 17Implement training programs focused on Betterment Identification
Требования
- 01Ability to put yourself in the customer’s shoes and demonstrate dedication to customer experience
- 02Experience with people management, coaching and performance management for supporting employee experience
- 03Experience being inclusive while working with team members
Условия
- 01Remote-first work
- 02May be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings