Because you belong at Twilio

The Who, What, Why and Where

Twilio is growing rapidly and seeking a Services Operations Product Manager to be a key member in the Services Operations team. This team is maniacally focused on optimizing processes and technology to scale the support, customer experience & professional services teams and make them as efficient as possible.  In turn, allowing these teams to focus on delivering the best possible post-sale experience for every Twilio customer. This team is also focused on delivering capabilities to allow for data driven decisions. 

Reporting to the Head of Services Operations, this position will work closely with internal teams to close the process and systems gaps. This position will work with the services teams to define and implement processes and systems to enable the teams to deliver success in a consistent manner. This individual will also work with other Twilio functional teams to ensure a smooth transition from pre-sales to post-sale, then into invoicing and revenue recognition

Who?

Twilio is looking for a Product Manager who lives the Twilio Magic and has demonstrated a track record of delivering first class solutions.  They also have: 

• 5+ years experience building software as a product manager, founder or engineer in a fast-paced company.
• Has successfully led multiple software or SaaS initiatives from ideation through GA/launch at both large and small companies.
• Experience with and affinity for simplifying customer experience through data products
• Sufficient familiarity with programming, APIs and frameworks to understand how customers create with Twilio.
• Demonstrated ability to analyze and use data to inform decisions.
• An entrepreneurial mindset, ready to assemble and motivate cross-functional teams.
• Excellent interpersonal skills. Ability to foster alignment and a sense of urgency.
• Excellent communication skills. Able to distill key takeaways quickly.
• Bachelor’s degree or equivalent experience required.

What?

As a Services Operations Product Manager, you will live the Twilio Magic values:

• WRITE IT DOWN: Demonstrate excellent verbal and written communication - ensure that complex ideas, thoughts, and vision can be communicated simply and effectively. You are expected to thrive in a highly collaborative environment.
• DRAW THE OWL: Define and confirm what your products and services will accomplish, prioritize their features, and craft your user experience.
• BE AN OWNER & BE BOLD: Own Product Vision and execute on the Roadmap and communicate both effectively throughout the organization.
• EMPOWER OTHERS: Distill complex and ambiguous situations into actionable plans for your teams and participate in Agile/Scrum teams.
• NO SHENANIGANS: Maintain laser focus on concepts, iterative product development, and releasing immediate/tangible value to Twilio stakeholders –learn and adjust frequently.

Why?

Successful onboarding and launch of new customers and new use cases within existing customers is the cornerstone of Twilio’s rapid growth. We only succeed when our customers succeed. The Services Operations team is instrumental in enabling the support, customer experience & professional services teams to be world-class. Allowing these teams to focus on customers without systems or processes getting in the way. 

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.