Services And Strategy Operations Specialist

Summary

Join Twilio's SEGMENT product team as a Services & Strategy Operations Specialist! This role ensures successful planning and operations of the Global Professional Services practice. You will oversee resource allocation, report on utilization rates, forecast resourcing needs, and assist with capacity planning. Collaboration with leadership is key to driving operational efficiency and effectiveness. You will also identify and implement process improvements, maintain clear communication, and align operations strategy with business objectives. This remote position, based in India, requires 5+ years of relevant experience and strong analytical and communication skills. Twilio offers competitive pay and benefits, including generous time off and parental leave.

Requirements

• Proven experience supporting or running a business function, preferably within consulting or professional services
• Strong analytical skills with the ability to forecast and plan resource needs effectively
• Strong proactive communication skills and an ability to drive cross-functional collaboration and action with other team members
• Experience working with multiple stakeholders and/or departments to achieve a single outcome by connecting the dots around cross-departmental dependencies
• Hands-on experience around data maintenance related to inputs such as capacity, utilization, revenue, margin targets and forecasting
• Experience operating in a growth-mode environment where policies and procedures can evolve quickly in order to scale
• Ability to work effectively in a remote setting, managing North America hours
• Ability to support multiple timezones synchronously and asynchronously
• 5+ years of relevant experience

Responsibilities

• Oversee the staffing of Professional Services project teams, ensuring the right resources are allocated to the right projects at the right time
• Monitor and report on resource utilization rates, providing insights and recommendations to optimize resource deployment
• Collaborate with teammates to forecast resourcing needs and assist in capacity planning to meet future project demands
• Ensure our internal operational and reporting systems remain current and truthful. Leverage these systems to inform strategic direction and decisions for our practice
• Work closely with Professional Services leadership to align operations strategy with business objectives to support the overall success of the Professional Services business
• Put your mark on Professional Services by paying attention to details and speaking up when improvement or correction is needed. Identify opportunities for process improvements in Professional Services and implement changes to enhance efficiency and effectiveness
• Maintain clear and consistent communication with Professional Services team members to understand project requirements and resource constraints

Preferred Qualifications

Experience using cloud-based tools such as Google suite, Tableau, CRM applications (Salesforce.com), PSA applications (Cloud Coach), Messaging (Slack), Video (Zoom), etc

Benefits

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