See yourself at Twilio.

Join the team as our next Manager, Product Operations

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 Twilio is seeking a Manager, Product Operations to oversee our Product Operations team for our Phone Numbers product. This role will lead the operations team whose primary responsibilities include helping our customers onboard phone numbers to Twilio's platform of phone numbers from other carriers to Twilios network, & working closely with Twilios sales team & our customers to achieve the operational targets efficiently & effectively. This role will partner with other operations, product & engineering teams, as well as sales & support to ensure our customers are successful & our operations are efficient. The Product Operations team is a key part of Twilios Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, & delivers the world's connectivity.

Responsibilities

In this role, you will:

As an Manager, Product Operations, you will 

• EMPOWER OTHERS: Manage a small team of Operations specialists who love to build seamless operations that benefit our customers. Youll provide specific, timely feedback to your team of operations experts. Youll work toward executing on priorities set for your team on time & within budget. 
• DONT SETTLE: Drive process efficiencies to reduce the amount of requests per operations dollar while meeting customer satisfaction targets. Youll work with your colleagues to design operational dashboards to determine the health of our operations, & youll report on these dashboards to internal stakeholders.
• WRITE IT DOWN: Report out on the health of your teams operations weekly & participate in quarterly business review drafting for Twilios Executive Team. Additionally, youll lead post-mortem processes & customer-facing RFOs.
• WEAR THE CUSTOMERS SHOES: Partner with Customer Success, Sales, Engineering & Product teams to resolve complex problems for customers. Youll also participate in operational meetings with your counterparts at our carrier partners to resolve ongoing issues & to proactively prevent future issues.
• RUTHLESSLY PRIORITIZE: Manage highly complex & impactful projects, including estimation, prioritization, sequencing team management, & delivery.

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:

• Twilio is seeking a Manager, Product Operations to lead the team that runs Twilios phone number operations. 
• You have a minimum of 1 years of experience leading a team as a manager or team lead & a minimum of 2 years experience working in operations for a technology company.
• You are an expert of operations with 5+ years experience, & are able to focus on operational metrics & process improvements. Youre comfortable reporting these metrics out to department leadership.  
• Youre empathetic & customer centric to the core.
• You have some experience in planning a teams workload to support business priorities & deliver customer satisfaction.
• You have knowledge & ability with business intelligence tools, & you have demonstrated the ability to make quick decisions with limited data. You can communicate at an advanced level through data, graphs, & visuals. 
• You have outstanding verbal & written communication skills
• You are calm under pressure as you respond to escalations & work with your team to quickly troubleshoot incidents.

Location

This role will be located in our Remote, India office. 

Travel 

We prioritize connection & opportunities to build relationships with our customers & each other. For this role, approximately 15% travel is anticipated to help you connect in-person in a meaningful way. 

What we offer

There are many benefits to working at Twilio, including things like competitive pay, 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.