Product Operations Engineer (L2)

See yourself at Twilio

Join the team as our next Product Operations Engineer (L2).

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

This position is needed to help us scale our product operations globally. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity. The Product Operations Engineer (L2) will partner with Operations, Product and Engineering, and Sales and Support to ensure our customers are successful and our operations are efficient. This role will also serve as an escalation point for internal Twilio stakeholders and business customers.

Responsibilities

In this role, you’ll:

• Design and improve processes to optimize performance of the Phone Numbers Operations team
• Create operational dashboards to track operations health & update internal stakeholders
• Resolve complex problems for customers by proposing solutions and partnering with Customer Success, Sales, Engineering and Product teams
• Represent Twilio in operational meetings with counterparts at our carrier partners to resolve ongoing issues and proactively prevent future issues
• Draft requirements for tools that automate and streamline operational processes
• Lead communication with carrier partners and internal stakeholders on customer escalations and outages
• Manage, record, and track opportunities to improve operations 

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:

• Proficient in basic productivity software - MS Office / G Suite
• Tech savvy with ability to learn new software easily
• High-volume operational experience measuring productivity, quality and customer experience
• Strong customer service skills across a wide range or stakeholders - internal and external
• Some project management experience in planning, scoping, executing and reporting
• Strong written communication skills 

Desired:

• Experience in creating new business programs
• Strong relationship management skills  
• People leadership skills

Location 

This role will be based in India

No 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 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.