See yourself at Twilio

Join the team as our next Customer Operations Manager on Twilio’s Segment Professional Services team.

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 to be the first responder to issues reported by our largest, most customized customer implementations.  This role combines customer-facing skills at multiple levels of technical and business organizations as well as technical skills to understand and lead implementation team support, operational execution and troubleshooting activities both internally and with the client organization.  

This role will require occasional night and weekend work to support critical client activities.

Responsibilities

In this role, you will: 

• Be responsive to customer requests and issues, coordinating Twilio’s response across business units
• Lead a team providing 24/7 coverage
• Lead incident recovery partnering closely with internal and external product, engineering, and support teams 
• Document and Communicate incident resolution details and provide and track next steps
• Review and advise teams on documentation of new and updated processes and tools

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:

• Ability to support (not build) distributed systems built using: REST APIs, AWS (Lambda, S3, PrivateLink, NLB, ALB, RDS / Redshift, EC2, Step Functions/State Machines), Message Queues (e.g. Kafka), Reverse Proxies, WAF, Sorting Algorithms (hash sort, ordering), PGP Encryption.
• Experience with Incident Management / Incident Coordination, SQL / big data analysis (Athena/Presto/Postgres/Redshift/BigQuery/Snowflake), JavaScript / Node.js development.
• Excellent verbal and written communication skills. Ability to explain the most technical concepts to the least technical audience. 
• Ability to manage incidents across multiple teams.

Desired:

• Prior AdTech/MarTech experience
• Prior CDP experience
• Prior Adobe Analytics BDIA integration experience
• AWS Cloud Practitioner Certification or AWS Certified Solutions Architect Associate (SAA-C03)

Location

This role will be remote and based in the USA. Approximately 20% travel is anticipated. 

Other Notes

*Please note, this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado: $82,080-$102,600.
• Based in New York, Washington State, or California (outside of the San Francisco Bay area): $86,880-$108,600.
• Based in the San Francisco Bay area, California: $96,480-$120,600.
• This role may be eligible to participate in Twilio’s equity plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. 

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. 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 accommodation@twilio.com.