See yourself at Twilio

Join the team as Twilios next Staff Product Manager on the Commerce Platform team.

Who we are & why were hiring

Twilio powers real-time business communications & data solutions that help companies & developers worldwide build better applications & customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia & Australia. We're on a journey to becoming a global company that actively opposes racism & all forms of oppression & bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

This position is needed to build & grow a seamless global billing experience for all our customers. In this role, you will be responsible for the development, optimization & growth of sales & billing products for Twilios customers. This includes driving a best-in-class billing administrator experience to make managing & paying invoices, understanding usage trends & other billing administrative tasks a seamless, self-service experience. This requires a unique blend of customer obsession, UX opinions, & quote-to-cash experience. You will collaborate closely with cross-functional teams, including engineering, design, user research, finance, sales, & customer support, to ensure that our billing platform meets customer & business needs.

Responsibilities

In this role, youll:

• Own & define the roadmap for the billing administration experience that our customers rely on to reconcile their bill, analyze spend trends, view pricing & contractual details & view/pay their invoices. 
• Dive deep into our data to surface insights, conduct research, & identify new opportunities to improve the customer experience by driving more self-service billing capabilities & decreasing support tickets.
• Jointly own the process of onboarding new products to our billing system, partnering with other product managers in the organization, sales system teams, pricing strategy & operations to ensure a great billing experience end-to-end for our customers & internal users.
• Collaborate with other key stakeholder teams on high impact, highly visible strategic initiatives that drive a world class customer experience.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, & we encourage everyone who meets the required qualifications to apply. While having desired qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• 5+ years of experience in building & managing products for B2B & B2C businesses, in Software/SaaS/eCommerce/billing space.
• Experience in building & managing Fintech systems.
• Ability to fully own a portfolio of projects, driving planning & execution independently, with minimal supervision, in a fast-paced, ambiguous environment.
• Strong critical thinking skills to solve highly complex problems.
• Exceptional ability in identifying & interpreting data, recognizing trends & patterns, synthesizing to root cause problems, identifying untapped opportunities, & drive decisions.
• Ability to uplevel the conversations to get executive buy in & then translate it to detailed product specs to drive execution with engineering & data science teams. In other words, the ability to seamlessly switch from ROI conversations to UX reviews to sprint planning & API design.
• A collaborative nature that knows how to build trust, bring stakeholders along, gain alignment, escalate with transparency, drive accountability without formal authority, get things done, & deliver results.
• A desire for doing big bold things & taking pride in what you do & the work you produce.

Desired:

• Prior experience with Subscriptions Management Systems (Zuora, Recurly or similar), Payment Gateways (Chase, Braintree, Stripe, Paypal, Adyen, or similar), Fraud identifications/prevention tools (Safetech, Microsoft, Kount, ZFP or similar) & other 3rd party providers for tax collection, automatic refunds, payment recovery, & user disputes.
• The ability to analyze data sets to independently pull data/analyses/synthesis to drive decisions. Additional points if you can build your own SQL queries.
• Some experience & insights in user-facing APIs & how customers utilize them.
• Understanding of high touch vs self service customer workflows.

Location 

This role will be based in Dublin or remotely in Ireland.  

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental & wellness leave, healthcare, a retirement savings program, & much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, & are always up for trying new things. That's why we seek out colleagues who embody our values something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering & donation efforts.

So, if you're ready to unleash your full potential, do your best work, & be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.