Senior Manager, Delivery Operations Worldwide
Because you belong at Twilio.
The Who, What, Why and Where
Twilio is seeking a Senior Manager, Delivery Operations to lead a team that safeguards Twilio SendGrid’s reputation by enforcing email policies and optimizes processes, technology and data for all email deliverability related activities for Twilio. The person in this role will partner with Twilio product organizations to continuously improve our email platform and how we operate within the greater email ecosystem. You and your team will provide internal deliverability training, assist with product direction and educate and advocate on behalf of Twilio clients.
This position is critical in supporting Twilio’s enterprise growth efforts by enabling the world’s leading brands on the Twilio platform.
Twilio is looking for a leader who lives the Twilio Magic and has a demonstrated track record of building and leading email deliverability teams. They will have demonstrated their ability to leverage data, systems and processes to design solutions that ensure consistently high levels of deliverability across a massively scaled platform with a diverse customer base. .
They also have:
- A minimum of 5 years of leadership 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) preferred
- 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.
- Advanced Excel skills, working knowledge of MySQL, Splunk and Hadoop
- Familiarity with communications industry organizations in general and specifically, data collection and handling requirements from a legislative (CAN-SPAM, GDPR etc.) and ISP (Gmail, Microsoft etc.) perspective.
- Experience using 3rd-party deliverability tools (250ok, eDataSource, Litmus, Email On Acid)
- 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
As the Senior Manager, Delivery Operations, you will live the Twilio Magic values:
- EMPOWER OTHERS:
You will build and lead a best-in-class Email Delivery Operations team and guide them in continuously improving efficiency and improving 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.
As the centre of excellence for Deliverability company-wide, you will establish a culture of sustained innovation to enable the efficient support and success of Twilio customers including, monitoring and alerting processes to assist Support and Compliance teams and importantly, ensuring that Twilio’s email permission and performance standards are adhered to.
You will provide the 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.
You will establish a clear email deliverability strategy to support growth markets (EMEA, China, South America, Korea, etc.) and own the coordination and implementation of any changes that may impact multiple customers.
- BE AN OWNER & BE BOLD:
You will partner with stakeholders in Engineering, Product Management, Customer Success, Legal and Compliance to set standards/policies and provide remediation plans for customers with excessive deliverability problems.
Managing the commercial relationships with 3rd party organizations (e.g. 250ok, eDS, Valimail etc.), you will enable closely-aligned teams such as consulting and support, bringing cost-effective results to the company.
You will also develop Twilio’s approach to each new market from a deliverability perspective (e.g. The appropriate number of IPs to assign in Japan or China. rDNS requirements in Germany.)
- DRAW THE OWL:
Your team is encouraged to demonstrate creative thinking 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.
- NO SHENANIGANS:
As the public-face of Twilio’s delivery operations function, you will demonstrate the consistent exercise of judgment and appropriate client and industry communication. You will lead by example, embodying Twilio’s promise to deliver the most trusted communications platform.
The Delivery and Operations team 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.
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.
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/2218209