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Twilio // platform for building messaging applications
Engineering, Full Time    Remote - US    Posted: Tuesday, August 25, 2020
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Because you belong at Twilio.

The Who, What, Why & Where

Twilio is seeking a seasoned deliverability expert to monitor & optimize one of the worlds largest sending platforms. The ideal candidate will have intimate knowledge of how email-at-scale works, has operated as an industry insider with established contacts among key players & organizations & has the technical aptitude to leverage Twilio SendGrids massive scale & reach to optimize its reputation on behalf of existing & future users.  

The person in this role will be instrumental to managing the health & deliverability performance for all of Twilio SendGrid. This includes monitoring both positive & negative metrics on our shared IP environments & interfacing with Compliance to take the appropriate actions. Ensuring the enrollment & processing of all FBLs will be key as well. In addition, representing the company in industry organizations to work against online threats such as spam & contribute to the continued development of the email ecosystem. You will provide internal deliverability training, assist with product direction & educate & advocate on behalf of Twilio clients. 

Reporting to the Email Head of Operations, this position is critical in supporting Twilios enterprise growth efforts by enabling the worlds leading brands on the Twilio platform.

Twilio is looking for an delivery expert who lives the Twilio Magic & has a demonstrated track record of ensuring that the Infrastructure & Support provided to Twilios customers lead to greater customer success, industry-leading status & corporate profitability. They will work to ensure consistently high levels of deliverability across Twilios diverse, & increasingly enterprise client-base, optimize existing practice where appropriate & build meaningful tools & products that help our customers & professional services teams deliver desired outcomes.

They also have:

  • A minimum of 3 years of email deliverability experience
  • A minimum of 5 years experience in large scale email operations (sender, ESP, or receiver) 
  • Held a prior role in email deliverability (operations or technical support) required
  • A high degree of technical aptitude with an in-depth understanding of the technical aspects of email, including FBLs, DNS, DKIM, SPF, DMARC, TLS, connection & throughput etc.
  • Experience with MTA technologies in an enterprise environment.
  • Advanced Excel skills, working knowledge of MySQL, Splunk and  Snowflake
  • Familiarity with communications industry organizations in general & specifically, data collection & handling requirements from a legislative (CAN-SPAM, CASL, GDPR etc.) & ISP (Gmail, Microsoft, Yahoo! etc.) perspective.
  • Experience using 3rd-party deliverability tools (250ok, eDataSource, & Valimail.)
  • Experience working cross-functionally with Sales, Service & other functions in a geographically dispersed organization.
  • A proven track record of optimizing processes & systems to support the strategic objectives of an organization that relies on data & analytics to serve its customers
  • 4-year degree preferred

As a Delivery & Operations Lead, you will live the Twilio Magic values:

    You will work across the organization to influence email delivery operations to continuously improve efficiency & improve our customer experience. Supporting our sales teams with potential customers, you will help to identify the technical requirements & appropriate support level, ensuring their long-term success & growth.

    You will be responsible for using tools & processes to monitor our network & alert our Support & Compliance teams & importantly, ensuring that Twilios email permission & performance standards are adhered to.

    You will provide tools & enablement (training, collateral, etc.) to ensure that both Twilio & SI partners understand & are enabled to deliver best-in-class deliverability support to customers.
    You will act as a point of contact for escalations, supporting key-customers & SI partners, constantly assessing customer feedback & lessons learned to make necessary improvements for both Twilio & SI implemented customers.
    You will create, maintain & enable deliverability policies, working with stakeholders in Engineering, Product Management, Customer Success, Legal & Compliance to set standards & provide remediation plans for customers with excessive deliverability problems.

    You encourage others to think creatively & share ideas & ways of providing new value & innovations in our products & services for deliverability.

    By fostering deep relationships within the industry, you will know before requirements change or evolve & will collaborate to prioritize both configuration & the development pipeline to deliver market-leading features & performance. You will also gather requirements & work with Product Management to prioritize fixes for immediate industry changes.



Delivery & Operations is the epicentre of our clients email success. The function exists to protect the Twilio email service from malicious threats & degraded reputation that could impact all email customers. 

By continuously monitoring & managing the Twilio email ecosystem, this leader will ensure that Twilio can continue to attract & retain enterprise customers. By optimizing processes, tools & data, you will enable our consultants, support & sales teams to ensure customers realize the full value of the Twilio platform. 

Twilio is a company that is empowering the worlds 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, & your entire employee experience. We only win when our employees succeed & we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, & innovation & we want you & your ideas to thrive at Twilio.


We employ diverse talent from all over the world & we believe great work can be done anywhere. Around the world, Twilio offers benefits & perks to support the physical, financial, & emotional well being of you & your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers experience,  understands that this is a marathon, not a sprint; that continuously & purposefully builds an inclusive culture that empowers everyone to do their best work & be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video & email by virtualizing the worlds communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the worlds most demanding applications. By making communications a part of every software developers toolkit, Twilio is enabling innovators across every industry from emerging leaders to the worlds largest organizations to reinvent how companies engage with their customers.

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