Program Manager 3

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 Technical Program Manager for Onboarding Operations. 

About the job

Twilio is seeking a Technical Project Manager to join the team that runs Twilio’s Onboarding and Compliance team globally. This role will work directly with the Onboarding teams to create efficiencies and help them ensure processes run smoothly for customer onboardings for SMS (10-DLC, Toll Free, Short Code, RCS, Alpha Numerica SenderID) and Channels (WhatsApp & Account Security) products that adhere to our Messaging Policies as well as Twilio’s Acceptable Use Policy. The Onboarding and Compliance Operations team is a key part of Twilio, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.

At Twilio, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. Unfortunately, communications can also be misused by bad actors who attempt to game the system for nefarious purposes. We are looking for someone that is passionate about helping our teams with processes that will prevent fraud and abuse.  The ideal candidate has strong project management and people skills and enjoys challenging and complex work.

Responsibilities

In this role, you’ll:

• Wear the Customer Shoes: Provide support for the onboarding and compliance teams to ensure that all processes and projects provide an excellent experience when interfacing with Twilio.

• Draw the Owl: Develops solutions to improve the performance, reliability, and scale of systems

• Ruthlessly Prioritize: ability to lead collaborative sessions with program team members to clarify program goals, deliverables and phases / milestones

• Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly.

• Be an Owner: takes initiative in identifying and resolving issues that can improve the overall efficiency and effectiveness of the team.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:

• 3+ years experience managing technical projects in operations and/or data analytics. Your analysis and insights have helped a department to grow.
• Experience working on provisioning numbers, i.e. A2P messaging, short code applications/porting/Sender ID applications is a plus.
• Demonstrated expertise prioritizing and executing multiple projects simultaneously while keeping stakeholders on track. You’re thorough and extremely organized.
• Exceptional project management skills leveraging tools such as Airtable. Must be able to effectively plan, organize and drive projects to completion, including cross-functional teams over whom you do not have direct authority.
• Technical aptitude to create compelling, relevant and actionable reports using tools such as Looker, Tableau, or a similar business intelligence tool. Extra points if you have experience with SQL.
• Appetite and proclivity to dive deep into complicated processes and systems. You regularly apply the principles of operational excellence to optimize processes while improving quality, customer satisfaction, and productivity
• Ability to build effective cross-functional working relationships and work through conflict
• Excellent written and verbal communications skills

Desired:

• Basic understanding APIs and related technologies

Location

This role will be remote, and based in Colombia.

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

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.