Job Description

Join us as a Supportability Engineering Manager to lead a team passionate about improving Twilio’s product quality. The Supportability function serves as the bridge between our Product, Engineering and Delivery Teams, working closely with Product and Engineering leaders to ensure product quality, effortless customer experiences and to equip delivery teams with all they need to provide value add support.

You and your team will champion and drive proactive customer-centric features into the products and services, to eliminate and prevent customer issues. The successful candidate is a dynamic individual with a track record of self-improvement, persistence in driving towards goals even in the face of adversity, focus on results, and an ability to draw the best out of people in a genuine way.

In this role, you’ll drive the strategy and be responsible for the performance and execution of Twilio’s Supportability teams. You will question the status quo and relentlessly pursue opportunities to improve product supportability and the way we engage with Product and Engineering. You bring a wealth of technical knowledge, deep customer empathy, the ability to influence others and drive results.

Your team’s subject matter expertise, technical skills, and access to the voice of the customer directly influence product changes that enhance the user experience and reduce the need for support.

Responsibilities

In this role, you’ll:

• Serve as the specialists that help enable customer-supporting teams on new products and features.
• Influence product and business teams to improve product supportability and collaborate with delivery teams to understand needs and deliver enablement.
• Construct data, evidence, and anecdotal-based business cases and provide design recommendations to influence significant R&D changes that improve product design and increase revenue.
• Analyze existing product experiences, determine improvements, and facilitate change with R&D as needed.
• Build comprehensive views of the R&D release pipeline through engagement with the Product team.
• Manage product release processes on behalf of all global operations teams, working closely with Product Managers to ensure effective functionality, tooling, and enablement.

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:

• 6+ years in technical support, operations, or supportability management role.
• A strategic problem solver, able to identify ways of measuring and tracking team “inputs” and “outputs” to set clear goals, measure individual performance and influence outcomes.
• Analytically minded at your core: a problem solver that knows how to mine data to surface insights and tell customer stories that influence teams to take action.
• Able to influence and build bridges with various stakeholders including Product and Engineering teams, support and operations leadership, and others.
• Must have the capability to attract, develop, empower, and retain team members.
• Strong operational focus with an analytical and process-minded mentality.
• Proven track record of exceeding goals, growth, and achieving success.
• Passionate about developing people and able to build top performing teams.
• Able to work in a multidimensional environment with a strong bias toward action.

Desired:

• Demonstrated cross-group R&D relationships.
• Experience working in project management or with product releases.

Location

This role will be remote but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% 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, 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!

*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: $114,000-$127,000.
• Based in New York, Washington State, or California (outside of the San Francisco Bay area): $108,000- $135,000.
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus 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.

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.