See yourself at Twilio

Join the team as Twilios next Manager, Supportability Engineering.

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

Join us as a Supportability Engineering Manager to lead a team passionate about improving Twilios product quality. The Supportability function serves as the bridge between our Product, Engineering & Delivery Teams, working closely with Product & Engineering leaders to ensure product quality, effortless customer experiences & to equip delivery teams with all they need to provide value add support.

You & your team will champion & drive proactive customer-centric features into the products & services, to eliminate & prevent customer issues. The successful candidate is a dynamic individual with a track record of self-improvement, persistence in driving towards goals even in the face of adversity, focus on results, & an ability to draw the best out of people in a genuine way. 

In this role, youll drive the strategy & be responsible for the performance & execution of Twilios Supportability teams. You will question the status quo & relentlessly pursue opportunities to improve product supportability & the way we engage with Product & Engineering. You bring a wealth of technical knowledge, deep customer empathy, the ability to influence others & drive results.

Your teams subject matter expertise, technical skills, & access to the voice of the customer directly influence product changes that enhance the user experience & reduce the need for support.

Responsibilities

In this role, youll:

• Serve as the specialists that help enable customer-supporting teams on new products & features.

• Influence product & business teams to improve product supportability & collaborate with delivery teams to understand needs & deliver enablement.
• Construct data, evidence, & anecdotal-based business cases & provide design recommendations to influence significant R&D changes that improve product design & increase revenue.
• Analyze existing product experiences, determine improvements, & facilitate change with R&D as needed.
• Build comprehensive views of the R&D release pipeline through engagement with the Product team.
• Manage product release processes on behalf of all global operations teams, working closely with Product Managers to ensure effective functionality, tooling, & enablement.

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:

• 6+ years in technical support, operations, or supportability management role.
• A strategic problem solver, able to identify ways of measuring & tracking team inputs & outputs to set clear goals, measure individual performance & influence outcomes.
• Analytically minded at your core: a problem solver that knows how to mine data to surface insights & tell customer stories that influence teams to take action.
• Able to influence & build bridges with various stakeholders including Product & Engineering teams, support & operations leadership, & others.
• Must have the capability to attract, develop, empower, & retain team members.
• Strong operational focus with an analytical & process-minded mentality.
• Proven track record of exceeding goals, growth, & achieving success.
• Passionate about developing people & able to build top performing teams.
• Able to work in a multidimensional environment with a strong bias toward action. 

Desired:

• Demonstrated cross-group R&D relationships.

• Experience working in project management or with product releases.

Location

This role will be remote but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

Travel

We prioritize connection & opportunities to build relationships with our customers & each other. For this role, approximately 5% 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, 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.

*Please note this role is open to candidates outside of Colorado, California, New York, & Washington. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado: $114,000-$127,000.
• Based in New York, Washington State, or California (outside of the San Francisco Bay area): $108,000- $135,000.
• This role may be eligible to participate in Twilios equity plan & corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidates starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, & geographic location within the state. 

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity & Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state & local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities & disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.