Manager, Support Training & Enablement United States

Company: Twilio

See yourself at Twilio

Join the team as our next Support Training and Enablement Manager

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 globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to oversee the Support Training & Enablement team. In this role, you’ll help us scale and grow to deliver an extraordinary onboarding and continued training experience for Twilio support personnel.  We are looking for a people-person who’s passionate about the evolution, development, and delivery of training & enablement, coaching and developing staff, with the ability to work cross functionally for the betterment of L&D across the company. This role joins the Supportability Engineering team and is a critical position in supporting Twilio's continuing growth.


In this role, you’ll:

  • Oversee the day-to-day operations of a technical training team; responsible for hiring, scheduling, formal training, informal coaching, career development and performance management.
  • Work with a team to create and maintain scalable training using presentations, written audio, and video deliverables working with product support specialists to onboard/train on products, support techniques, and customer service skills.
  • Iterate and improve upon best-in-class technical training enablement and onboarding, processes and policies. Maintain a mindset of continuous improvement for development and evolution of new and existing training to prepare agent readiness for product knowledge and job responsibilities. 


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!


  • 5+ years experience in management of a technical training team in a web-based software or SaaS company.
  • High comfort level working with technical engineers with exposure to Enterprise, SaaS, or communications technology. 
  • Ability to lead a team to effectively develop and achieve the desired performance outcomes (performance, teamwork, collaboration, KPI reporting/analysis, frameworks, daily management tasks, training & enablement strategies, etc.
  • Not afraid to roll up your sleeves and dive into understanding the current training methodologies and framework and bring new ideas and experience for continued growth and advancement to the program.
    • Instructional design theory and models for course design
    • Instructor led training in person and virtual
    • Learning Management systems and SCORM,
    • Media editing for audio, video, and presentations,
    • Experience with Storyline 360 and/or Adobe Captivate


  • Strong communication skills (both verbal and written), especially in a technical training environment.
  • A keen ability to support cross-functional projects and decisions. Gets energized from working within a team and cross-functionally to achieve the company's goals.
  • High comfort level working with technical engineers with exposure to Enterprise, SaaS, or communications technology. 


This role will be remote, based in the US.

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.

Colorado applicants: 

  • The estimated pay range for this role, based in Colorado, is $99,360-124,200
  • Additionally, this role is eligible to participate in Twilio's equity plan.

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. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

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

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