Staff Product Designer

See yourself at Twilio

Join the team as our next Staff Product Designer in Services 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

This position is needed to lead the design of our Services experiences for both our customers and 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 and committed advocate for our customers and 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, and design lovable products that delight our customers, and help our internal Services business teams work more efficiently.  

Responsibilities

In this role, you’ll:

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

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

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

• Don’t Settle:  Collaborate with other stakeholders, providing constructive, and motivating feedback that helps improve their skills, and the outcome of their work.

• No Shenanigans + Be Inclusive: Remain open, transparent, and 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 and providing useful and constructive feedback to peers of all levels.

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:

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

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

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

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

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

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

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

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

Desired:

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

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

• Experience with design systems and modern UI tools like Figma

Location 

This role will be remote, and 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 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.

*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 candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and 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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