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Twilio // platform for building messaging applications
Design, Full Time    New York City, New York    Posted: Monday, May 09, 2022
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See yourself at Twilio

Join the team as our next Staff Product Designer in Services 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 globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism & all forms of oppression & bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, & we're looking for more builders, creators, & visionaries to help fuel our growth momentum.

About the job

This position is needed to lead the design of our Services experiences for both our customers & internal users at Twilio.  This is a unique opportunity to re-envision the future of the post-sales customer experience at Twilio. The ideal candidate will be a vocal & committed advocate for our customers & users, taking a holistic, human-centered approach to create a world-class user experience.  In this role, you will collaborate with multidisciplinary teams to discover, define, & design lovable products that delight our customers, & help our internal Services business teams work more efficiently.  


In this role, youll:

  • Wear the Customers Shoes: Engage with our Services Teams to understand the customer & user needs, design products & workflows to unlock their potential. Articulate the problem & success metrics, & gain alignment with stakeholders on your approach to testing, learning, & iterating on a solution.

  • Be an Owner:  Contribute to advancing the vision of the Services Teams by designing lovable solutions for our customers & users. Take personal accountability for achievement of goals & results. 

  • Ruthlessly Prioritize: Work closely with stakeholders & Engineering teams, in an agile environment, to solve the most important customer problems effectively & efficiently.

  • Dont Settle:  Collaborate with other stakeholders, providing constructive, & motivating feedback that helps improve their skills, & the outcome of their work.

  • No Shenanigans + Be Inclusive: Remain open, transparent, & inclusive while sharing work at various stages of the process, proactively inviting diverse (and potentially contrary) inputs in your design process, and  remaining humble while asking for & providing useful & constructive feedback to peers of all levels.


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!


  • Has a proven user-centered design workflow that comprises: research, design, prototyping, presentation, sharing & soliciting feedback, user testing, influencing key decision making, & collaborative handoffs with developers.

  • Can share a portfolio with beautiful, usable, straightforward, & lovable designs that demonstrate technical product thinking & an understanding of user-centered design methodologies.

  • Has a demonstrated advocacy for design & research methodologies, & is proficient in running quantitative & qualitative research, such as usability testing, analysis, interviews, & field studies.

  • Customer focused, & have empathy for our users needs & the businesses enabled by our operations team. 

  • Solution focused, & take pride & ownership of systems that deliver a frictionless experience for Twilio employees & customers.

  • Proactive collaborator & documenter, partner with other teams & stakeholders to deliver the right solutions (based on data) at the right time (well prioritized) with high quality.

  • Designs high-quality user interfaces, components, & patterns in a systematic, detail-oriented way.

  • Has 5+ years of industry experience & a related degree or equivalent experience in UX & Design


  • High level of customer relationship & partnership experience, highly adept with communications

  • Ability to challenge views/perspectives while securing buy-in from stakeholders.

  • Experience with design systems & modern UI tools like Figma


This role will be remote, & based in the USA.

Approximately 5% travel is anticipated. 

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 as well. The information below is provided for those hired in Colorado only.

*If you are a Colorado applicant:

  • The estimated pay range for this role, based in Colorado, is $132,320 - $165,400

  • Additionally, this role is eligible to participate in Twilio's equity plan.

The successful candidates starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, & geographic location within the state. This role is also eligible to participate in Twilios equity plan & for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.


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