Staff Product Manager

See yourself at Twilio

Join the team as Twilio’s next Staff Product Manager (L4) on the Commerce Platform team.

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 global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

We are seeking a highly motivated and experienced Staff Product Manager to join our team to build a seamless global commerce platform for our customers. This role will be responsible for driving the requirements and business transformation for standing up a new billing platform; which involves the development, optimization and growth of sales and billing products for Twilio’s direct and ISV customers. This includes driving a best-in-class billing administration experience, and a good understanding of usage trends and billing administrative tasks. This requires a unique blend of customer obsession and understanding industry standards for usage and subscription billing. You will collaborate closely with cross-functional teams, including engineering, design, user research, finance, sales, and customer support, to ensure that our billing platform meets customer & business needs, drives revenue growth, and delivers a best-in-class customer experience.

You will bring thought leadership based on your hands-on, industry experience in defining SaaS or Usage -based billing systems and modern cloud-based business models, preferably in a SaaS billing vendor and/or cloud infrastructure company. You possess deep experience managing complex billing systems which have a track record of enabling global companies to run multi-million-dollar businesses.

Responsibilities

In this role, you’ll:

• Own and define the roadmap for the various domains of a ‘usage and subscription’ billing platform such as: catalog (product and pricing), accounts, contracts and orders, subscriptions, invoicing as well as financial and business reporting.
• Partner with sales and finance to define billing platform features required to support high-touch sales motions, billing support operations and renewals. 
• Drive data analysis to define an onboarding/migration strategy onto the new billing platform.
• Conduct research to gain billing insights and identify opportunities to improve the customer experience and business processes linked to the billing platform such as: catalog changes, quoting, contracting, and billing disputes and adjustments.
• Jointly own the process of onboarding new products to our billing system, partnering with other product managers in the organization, sales system teams, pricing strategy and operations to ensure a great billing experience end-to-end for our customers and internal users.

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:

• 5+ years of PM/BPA experience building and managing products for B2B and B2C businesses, in Software/SaaS/eCommerce/billing space
• Experience in building and managing Fintech systems
• Ability to fully own a portfolio of projects, driving planning and execution independently, with minimal supervision, in a fast-paced, ambiguous environment
• Strong critical thinking skills to solve highly complex problems
• Exceptional ability in identifying and interpreting data, recognizing trends and patterns, synthesizing to root cause problems, identifying untapped opportunities, and drive decisions
• Ability to uplevel the conversations to get executive buy in and then translate it to detailed product specs to drive execution with engineering and data science teams. In other words, the ability to seamlessly switch from ROI conversations to UX reviews to sprint planning and API design
• A collaborative nature that knows how to build trust, bring stakeholders along, gain alignment, escalate with transparency, drive accountability without formal authority, get things done, and deliver results
• A desire for doing big bold things and taking pride in what you do and the work you produce

Desired:

• Prior experience with Subscriptions Management Systems (Zuora, Recurly or similar), Payment Gateways (Chase, Braintree, Stripe, Paypal, Adyen, or similar), Fraud identifications/prevention tools (Safetech, Microsoft, Kount, ZFP or similar) and other 3rd party providers for tax collection, automatic refunds, payment recovery, and user disputes
• The ability to analyze data sets to independently pull data/analyses/synthesis to drive decisions. Additional points if you can build your own SQL queries
• Understanding of high touch vs self service customer workflows

Location

1. This role will be remote, and based in the United States but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas

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, California, New York, and Washington. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in New York, Washington State, or California (outside of the San Francisco Bay area): $158,240.00 - $197,800.00  
• Based in Colorado: $149,440 - $186,800.
• This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

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. 

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].