Customer Communications Manager

Summary

Join Twilio as a Customer Communications Manager to craft clear and concise advisories for users. Collaborate with product, support, and operations teams to deliver impactful communications, ensuring customers receive necessary information. Manage the end-to-end delivery of advisories, track effectiveness, and recommend improvements. Contribute to process improvements and scalable systems. Build strong relationships across teams and align communications with Twilio's business objectives. This role requires strong written and verbal communication skills, experience in internal or external communications, and the ability to translate complex information into plain language.

Requirements

• 5+ years of experience in internal or external communications (bonus if that’s in tech!)
• Bachelor's degree
• Strong written and verbal communication skills; with a knack for translating complex information into plain, human language
• Strong organizational, time-management, and attention-to-detail skills
• Experience collaborating across teams and functions
• Growth mindset and openness to feedback— you seek opportunities to improve and contribute to team learning
• Comfortable navigating ambiguity and applying judgment to determine when to escalate
• Able to support and contribute to strategic communication plans that align with Twilio’s business objectives
• Some hands-on experience with Twilio SendGrid (or similar platforms) for managing large-scale email communications
• Basic familiarity with content management systems for managing blogs and digital content
• Skilled in using Google Docs, Sheets, and Slides for documentation, data analysis, and presentations

Responsibilities

• Plan, draft, and deliver customer-facing advisories that are clear, accurate, and empathetic
• Manage the end-to-end delivery of routine and complex advisories with minimal oversight
• Own project timelines and serve as a central point of contact across Product, Support and Ops, ensuring communication projects stay on track, blockers are escalated, and updates are clearly documented
• Juggle multiple concurrent communications, applying judgment to prioritize what needs to go out first and why
• Review content for accuracy, readability, and tone— ensuring every message aligns with Twilio’s communication standards
• Use our dashboards and reporting tools to track the effectiveness of advisories and recommend improvements
• Pitch in on evolving our internal processes and tools, including updates to the Customer Advisory Runbook
• Build strong, collaborative relationships across GTM, R&D, and beyond

Preferred Qualifications

• Passion for technology and innovation, with a commitment to Twilio’s core values
• Willingness to work flexible hours to accommodate global communication needs and provide coverage for incident communications

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program