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Twilio

Senior Manager, User Research

Full-timeUX Researcher$184,100-$225,000*
Remote
Tuition reimbursement
This job offer is closed.
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See yourself at Twilio

Join the team as our next Senior Manager, User Research.

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're on a journey to becoming a globally antiracist company that supports 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 because Twilio is growing rapidly and seeking a Senior Manager, User Research to be a key leader as part of the Core UX Team. You will be part of a high-energy dynamic group of leaders with diverse backgrounds.  We are deeply invested in shaping the experience of Twilio’s mission to fuel the future of communications by building communications tools that developers, startups, enterprises, and everyone in between, rely on everyday. 

Responsibilities

In this role, you’ll:

  • Uphold and evolve User Research best practices. Maintain an extremely high bar for the quality and impact of research. 
  • Be a customer advocate. Coach your team on how to best navigate a rigorous, customer-informed process to identify and prioritize customer problems and rapidly validate solutions. Be a passionately vocal advocate for the Twilio Customer through all stages of research, design, development, and go-to-market activities.
  • Be a proud people manager who empowers others. Enthusiastically help your team hone their research craft. Encourage the sharing of new research methods, approaches, and tools, and invest in professional development. Contribute to and help evolve the UX research community and sense of pride.
  • Coach your team on how to break down complex problems, write and test hypotheses, craft success measures, and thoughtfully iterate from “minimal lovable” to mature, best-in-class product experiences.
  • Be arm-in-arm with your departmental peers. Communicate and connect with your peers in UX, Product, Engineering, and Marketing in order to share learnings, align priorities, and identify opportunities for improvements to process or people.

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:

  • 8+ years of relevant industry experience
  • Proven track record of impactful research and leadership that drives great insights and user experiences
  • Mastery of a comprehensive toolkit of both qualitative and quantitative research methodologies and ability to come up with creative research solutions as needed
  • Experience collecting and analyzing user behavior through survey design, data validation, and experimentation (A/B testing)
  • Great storytelling with keen abilities to clearly, concisely, and persuasively communicate findings verbally and in writing
  • Strong interpersonal skills with a proven record of solid connections and successful relationships
  • Attention to detail, organization, and the ability to simultaneously manage multiple direct reports who all work on different products and/or projects

Desired:

  • 3+ years of experience as a people manager
  • You've managed teams enough to know how to scale research processes, tools, and the organization of data for optimal sharing and efficiency
  • Master’s degree in Human Computer Interaction, Cognitive Psychology, Human Factors, Anthropology, Information Science, or in a related field, or an equivalent combination of experience and education

Location 

This role will be remote, and based in the United States.

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!

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and 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 and 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 and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at [email protected].

Questions & answers for this position
  • What is the type of contract for this position?
    The contract for this position is a Full-time contract
  • What's the salary range for the Senior Manager, User Research position?
    The suggested salary for this position is $184,100-$225,000*
  • Is telecommuting possible for this position?
    Yes, telecommuting is possible for this position
About Twilio
Twilio is an American company based in San Francisco, California, which provides programmable communication tools for making and receiving phone calls, sending and receiving text messages, and performing other communication functions using its web serv...
Website
Industry
Enterprise Software, Messaging
Founded
2008
Size
5K-10K employees

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