Manager, Phone Numbers Operations

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

See yourself at Twilio.

Join the team as our next Manager, Product Operations (M2) 

 

About the job

This position is needed Twilio is seeking a Manager, Product Operations to oversee our Product Operations team for our Phone Numbers product. This role will lead the operations team whose primary responsibilities include helping our customers onboard phone numbers to Twilio's platform of phone numbers from other carriers to Twilio’s network, and working closely with Twilio’s sales team and our customers to achieve the operational targets efficiently and effectively. This role will partner with other operations, product and engineering teams, as well as sales and support to ensure our customers are successful and our operations are efficient. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.

 

Responsibilities

As an Manager, Product Operations, you will:

• EMPOWER OTHERS: 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. 
• DON’T SETTLE: 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.
• WRITE IT DOWN: 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.
• WEAR THE CUSTOMER’S SHOES: 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.
• RUTHLESSLY PRIORITIZE: Manage highly complex and impactful projects, including estimation, prioritization, sequencing team management, and delivery.

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:

• 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.

 

Location

This role will be located in our Remote, India office. 

 

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect in-person in a meaningful way. 

 

What we offer

Working at Twilio offers many benefits, including competitive pay, 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.

Twilio is proud to be an equal opportunity 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.