Manager, Product Operations

See yourself at Twilio

Join the team as our next Manager, Product Operations. 

Who we are & why we’re hiring

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

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

Twilio is seeking a Manager, Product Operations to oversee our 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, porting phone numbers from other carriers to Twilio’s network, and working closely with Twilio’s sales team and our customers to sell and provision short codes and pre-register alphanumeric Sender IDs efficiently and effectively. This role will partner with other operations, product and engineering teams, and sales to ensure our customers are successful and our operations are efficient. 

Responsibilities

In this role, you’ll:

• Manage a small team full of tech- and process-savvy people who love to build seamless operations that benefit our customers. You’ll provide specific, timely feedback to your team of operations experts. You’ll work toward executing on priorities set for your team on time and within budget. 

• Drive process efficiencies to reduce the amount of requests per operations dollar while meeting customer satisfaction targets. You’ll work with your colleagues to design operational dashboards to determine the health of our operations, and you’ll report on these dashboards to internal stakeholders.

• Report out on the health of your team’s operations weekly and participate in quarterly business review drafting for Twilio’s Executive Team. Additionally, you’ll lead post-mortem processes and customer-facing RFOs.

• Partner with Customer Success, Sales, Engineering and Product teams to resolve complex problems for customers. You’ll also participate in operational meetings with your counterparts at our carrier partners to resolve ongoing issues and to proactively prevent future issues.

• Manage highly complex and impactful projects, including estimation, prioritization, sequencing team management, and delivery.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and 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:

• You have a minimum of 1 years of experience leading a team as a manager or team lead and a minimum of 2 years experience working in operations for a technology company.

• You are an expert of operations, and are able to focus on operational metrics and process improvements. You’re comfortable reporting these metrics out to department leadership.  

• You’re empathetic and customer centric to the core.

• You have some experience in planning a team’s workload to support business priorities and deliver customer satisfaction.

• You have knowledge and ability with business intelligence tools, and you have demonstrated the ability to make quick decisions with limited data. You can communicate at an advanced level through data, graphs, and visuals. 

• You have outstanding verbal and written communication skills

• You are calm under pressure as you respond to escalations and work with your team to quickly troubleshoot incidents.

Location 

This role will be based in Estonia

What We Offer

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

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and 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 and donation efforts.

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

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