Manager, AV Services

Twilio’s exciting and exponential growth has presented us with a need to create a new management role to lead our global AV Services team.  The AV manager role will help deliver next generation meeting experiences across Twilio locations worldwide. The AVS team is also responsible for supporting, maintaining, and building AV systems and products that each employee uses on a daily basis.  Twilio employees are presented with amazing challenges that we're solving as we achieve our mission to deliver the world's wanted communications, and the AVS team is no exception.

Who?

Twilio is looking for a leader who lives the Twilio Magic with a demonstrated track record of leading a team and delivering the plan:

• 2+ years of people management, global management a plus
• 5+ years of progressive roles in IT operations, process improvement, and compliance.
• Must be knowledgeable in the use, integration, and installation of AV equipment.
• 10+ years of overall IT experience
• Experience around team and individual development
• Knowledge of ITIL Framework
• Have a collaborative mindset to build great partnerships internally and externally
• The ability to take initiative, solve problems, make big decisions, take risks and communicate effectively
• Technical knowledge of AV equipment and video conferencing endpoints
• Experience in setting Key Performance Indicators for a service based team and reporting on them
• Superb communication skills
• Knows the difference between planned and unplanned work and how to manage it
• Adept at project management skills and knowledgeable on best practices for global deployment.
• Previous work experience in a quickly scaling global business is a plus
• Previous experience with ServiceNow and Zoom is a plus
• Ability to perform well and keep the team motivated under-pressure and tight timelines

What?

As the AV Services Manager, you will:

• Manage the AVS team, including goal-setting, prioritization, maintaining team budget and project management  (Agile/Kanban experience preferred)
• Partner and work with other managers in the greater Tech Services Org. throughout the globe 
• Responsible in tracking global AV assets and maintain accurate records
• Be a key leader in defining and delivering on the teams long term strategy for a harmonious AV product
• Develop robust and mature incident, event, problem management procedures and use change management effectively
• Use multiple sources of information including broader stakeholder views to develop solutions and recommendations

Why?

The broader Tech Services (IT) team is central to Twilio's continued growth. We work closely with all teams across the enterprise to make sure “it just works”.  We are also a team with a focus on providing excellent customer service as well as having an optimized operational direction. This new management role will allow you to put your own spin on this direction in terms of AV systems our customers use every day.  

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Where?

This position will be located in our beautiful office at 375 Beale Street in San Francisco. You will enjoy our incredible perks: catered meals, snacks and drinks, game room, ergonomic desks, massages, Wednesday Night dinners, monthly All Hands and more.

You will also be part of a company that believes in small teams for maximum impact; that strives to balance work and home life; that understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves. We seek people who naturally demonstrate our values, who are challenged by problems, empower others to thrive, and can draw the owl and not be beholden to one playbook.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.