▷ [Immediate Start] Manager, Phone Numbers Operations

Who we areAt Twilio we re shaping the future of communications all from the comfort of our homes We deliver innovative solutions to and empower millions of developers worldwide to craft personalized customer experiences Our dedication to 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 Who we are why we re hiringTwilio powers real-time business communications and data solutions that help build better applications and customer experiences Although we re headquartered in San Francisco we have presence throughout South America Europe Asia and Australia We re on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias At Twilio we support wherever we do business About the jobThis 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 ResponsibilitiesIn this role you will 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 QualificationsNot 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 LocationThis role will be located in our Remote India office TravelWe 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 offerThere are many benefits to working at Twilio including things like 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 youWe 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 Additionally we empower employees to build 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 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 Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures If you need assistance or an accommodation due to a disability please contact us at