Program Manager, Services Operations United States

Company: Twilio

Because you belong at Twilio

The Who, What, Why and Where

Twilio is growing rapidly and seeking a Services Operations Program Manager to be a key member in the evolution of the Services Operations team. They partner with our Customer Success leadership team to deliver on the goals of the business by implementing solutions. They translate the Customer Success team’s vision into tactical projects, and stories that can be delivered. They will advocate for the Customer Success team with other internal groups. They will need to have a good understanding of Customer Success processes and systems to effectively participate in strategy discussions. Reporting to the Head of Services Operations, this position will work closely with internal teams to close the process and systems gaps. This individual will also work with other Twilio functional teams to ensure a smooth transition from pre-sales to post-sale.

The Services Operations team is focused on optimizing processes and technology to scale the support, customer success & professional services teams and make them as efficient as possible. In turn, allowing these teams to focus on delivering the best possible post-sale experience for every Twilio customer. This team is also focused on delivering capabilities to allow for data driven decisions.


Twilio is looking for a Program Manager who lives the Twilio Magic and has demonstrated a track record of delivering first class solutions. They also have:

5+ years experience delivering software solutions as a program manager in a fast-paced company.
3+ years experience with SaaS applications like Salesforce and Gainsight.
Has successfully led software or SaaS initiatives from conceptualization through GA/launch at both large and small companies.
Fluency gathering, documenting and presenting business requirements for others to execute.
Comfortable with a fast-paced, ambiguous environment – adaptable, business-minded and highly accountable
Bachelor’s degree or equivalent experience required.


As a Services Operations Program Manager, you will live the Twilio Magic values:

WRITE IT DOWN: Demonstrate excellent verbal and written communication - ensure that complex ideas, thoughts, and vision can be communicated simply and effectively. You are expected to thrive in a highly collaborative environment.
DRAW THE OWL: Define and confirm what Customer Success will accomplish, prioritize their features, and craft your user experience.
BE AN OWNER & BE BOLD: Partner with Customer Success to drive their vision and execute on the roadmap. Advocate for them and communicate throughout the organization.
EMPOWER OTHERS: Distill sophisticated and ambiguous situations into impactful plans for your teams and participate in Agile/Scrum teams.
NO SHENANIGANS: Maintain laser focus on concepts. Deliver iterative solutions that have immediate/tangible value to Twilio partners –learn and adjust frequently.


Successful onboarding and launch of new customers and new use cases within existing customers is the cornerstone of Twilio’s rapid growth. We only succeed when our customers succeed. The Services Operations team is instrumental in enabling the support, customer success & professional services teams to be outstanding. Allowing these teams to focus on customers without systems or processes getting in the way.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed, and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at Twilio.


We employ diverse talent from all over the world, and we believe great work can be done anywhere. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.

About us?

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has modernized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

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