Senior Delivery and Operations Engineer United States

Company: Twilio

Because you belong at Twilio.

The Who, What, Why and Where

Twilio is seeking a seasoned deliverability expert to monitor and optimize one of the world’s largest sending platforms. The ideal candidate will have intimate knowledge of how email-at-scale works, has operated as an industry insider with established contacts among key players and organizations and has the technical aptitude to leverage Twilio SendGrid’s massive scale and reach to optimize it’s reputation on behalf of existing and future users.  

The person in this role will be instrumental to managing the health and deliverability performance for all of Twilio SendGrid. This includes monitoring both positive and negative metrics on our shared IP environments and interfacing with Compliance to take the appropriate actions. Ensuring the enrollment and processing of all FBLs will be key as well. In addition, representing the company in industry organizations to work against online threats such as spam and contribute to the continued development of the email ecosystem. You will provide internal deliverability training, assist with product direction and educate and advocate on behalf of Twilio clients. 

Reporting to the Email Head of Operations, this position is critical in supporting Twilio’s enterprise growth efforts by enabling the world’s leading brands on the Twilio platform.

Who?
Twilio is looking for an delivery expert who lives the Twilio Magic and has a demonstrated track record of ensuring that the Infrastructure and Support provided to Twilio’s customers lead to greater customer success, industry-leading status and corporate profitability. They will work to ensure consistently high levels of deliverability across Twilio’s diverse, and increasingly enterprise client-base, optimize existing practice where appropriate and build meaningful tools and products that help our customers and professional services teams deliver desired outcomes.

They also have:

  • A minimum of 3 years of email deliverability experience
  • A minimum of 5 years experience in large scale email operations (sender, ESP, or receiver) 
  • Held a prior role in email deliverability (operations or technical support) required
  • A high degree of technical aptitude with an in-depth understanding of the technical aspects of email, including FBLs, DNS, DKIM, SPF, DMARC, TLS, connection & throughput etc.
  • Experience with MTA technologies in an enterprise environment.
  • Advanced Excel skills, working knowledge of MySQL, Splunk and  Snowflake
  • Familiarity with communications industry organizations in general and specifically, data collection and handling requirements from a legislative (CAN-SPAM, CASL, GDPR etc.) and ISP (Gmail, Microsoft, Yahoo! etc.) perspective.
  • Experience using 3rd-party deliverability tools (250ok, eDataSource, and Valimail.)
  • Experience working cross-functionally with Sales, Service and other functions in a geographically dispersed organization.
  • A proven track record of optimizing processes and systems to support the strategic objectives of an organization that relies on data and analytics to serve its customers
  • 4-year degree preferred

What?
As a Delivery and Operations Lead, you will live the Twilio Magic values:

  • EMPOWER OTHERS:
    You will work across the organization to influence email delivery operations to continuously improve efficiency and improve our customer experience. Supporting our sales teams with potential customers, you will help to identify the technical requirements and appropriate support level, ensuring their long-term success and growth.

    You will be responsible for using tools and processes to monitor our network and alert our Support and Compliance teams and importantly, ensuring that Twilio’s email permission and performance standards are adhered to.

    You will provide tools and enablement (training, collateral, etc.) to ensure that both Twilio and SI partners understand and are enabled to deliver best-in-class deliverability support to customers.
  • WEAR THE CUSTOMER’S SHOES:
    You will act as a point of contact for escalations, supporting key-customers and SI partners, constantly assessing customer feedback and lessons learned to make necessary improvements for both Twilio and SI implemented customers.
  • BE AN OWNER & BE BOLD:
    You will create, maintain and enable deliverability policies, working with stakeholders in Engineering, Product Management, Customer Success, Legal and Compliance to set standards and provide remediation plans for customers with excessive deliverability problems.

  • DRAW THE OWL: 
    You encourage others to think creatively and share ideas and ways of providing new value and innovations in our products and services for deliverability.

    By fostering deep relationships within the industry, you will know before requirements change or evolve and will collaborate to prioritize both configuration and the development pipeline to deliver market-leading features and performance. You will also gather requirements and work with Product Management to prioritize fixes for immediate industry changes.

 

Why?

Delivery and Operations is the epicentre of our client’s email success. The function exists to protect the Twilio email service from malicious threats and degraded reputation that could impact all email customers. 

By continuously monitoring and managing the Twilio email ecosystem, this leader will ensure that Twilio can continue to attract and retain enterprise customers. By optimizing processes, tools and data, you will enable our consultants, support and sales teams to ensure customers realize the full value of the Twilio platform. 

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.

Where?

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 democratized 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.

Vacancy page : https://boards.greenhouse.io/twilio/jobs/2300490