Remote Director, Professional Services & Support

Summary

Join the team as our next Director, Professional Services & Support - APJ on Twilio’s Segment product team.

Requirements

• 10+ years of experience in technical support or support delivery, with at least 5+ years as a senior leader
• Schedule: ability to work non-standard, on-call rotation weekend and holiday hours
• Experience working independently and as part of a team. Will take the initiative to drive projects forward even under ambiguous circumstances
• A strategic thinker, able to come up with out of the box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics
• Must be a strong leader with the ability to attract, motivate, retain and develop people
• Ability to influence and build bridges with peer teams, including those outside of the support organization
• Strong operational discipline with an analytical and process-oriented mindset
• Data-driven at your core: an analytical problem solver who can tackle big challenges with a sense of urgency
• Proven track record of exceeding goals and achieving growth and success

Responsibilities

• Ensure team readiness for supporting new products and services
• Identify budget, resource capacity and systems requirements to support corporate and strategic plans
• Measure, maintain and improve delivery processes to increase efficiency and customer experience at scale with the future in mind
• Plan staffing requirements and hire skilled team members to meet business goals
• Deliver excellent partner and customer satisfaction and meet/exceed all operational targets
• Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations
• Work closely with Supportability Engineers, Customer Experience, and Product and Engineering, to provide feedback and surface customer insights that improve product quality and supportability

Benefits

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