Manager, Phone Numbers Operations

Summary

Join Twilio as a Manager, Product Operations (M2) to lead a team overseeing phone number operations. You will manage a small team of operations specialists, driving process efficiencies and meeting customer satisfaction targets. Responsibilities include reporting on team operations, partnering with other teams to resolve customer issues, and managing complex projects. The ideal candidate has 1+ years of team leadership experience, 2+ years in technology operations, and 5+ years of overall operations experience. Strong communication, data analysis, and problem-solving skills are essential. The role is based remotely in India with approximately 10% anticipated travel.

Requirements

• Twilio is seeking a Manager, Product Operations to lead the team that runs Twilio’s phone number operations
• You have a minimum of 1 years of experience leading a team as a manager or team lead and a minimum of 2 years experience working in operations for a technology company
• You are an expert of operations with 5+ years experience, and are able to focus on operational metrics and process improvements
• You’re comfortable reporting these metrics out to department leadership
• You’re empathetic and customer centric to the core
• You have some experience in planning a team’s workload to support business priorities and deliver customer satisfaction
• You have knowledge and ability with business intelligence tools, and you have demonstrated the ability to make quick decisions with limited data
• You can communicate at an advanced level through data, graphs, and visuals
• You have outstanding verbal and written communication skills
• You are calm under pressure as you respond to escalations and work with your team to quickly troubleshoot incidents

Responsibilities

• Manage a small team of Operations specialists who love to build seamless operations that benefit our customers
• You’ll provide specific, timely feedback to your team of operations experts
• You’ll work toward executing on priorities set for your team on time and within budget
• Drive process efficiencies to reduce the amount of requests per operations dollar while meeting customer satisfaction targets
• You’ll work with your colleagues to design operational dashboards to determine the health of our operations, and you’ll report on these dashboards to internal stakeholders
• Report out on the health of your team’s operations weekly and participate in quarterly business review drafting for Twilio’s Executive Team
• Additionally, you’ll lead post-mortem processes and customer-facing RFOs
• Partner with Customer Success, Sales, Engineering and Product teams to resolve complex problems for customers
• You’ll also participate in operational meetings with your counterparts at our carrier partners to resolve ongoing issues and to proactively prevent future issues
• Manage highly complex and impactful projects, including estimation, prioritization, sequencing team management, and delivery

Benefits

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