Manager, Phone Numbers Operations

See yourself at Twilio.

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

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide 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 diversity, equity & inclusion wherever we do business.

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

In 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.

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

There 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.