See yourself at Twilio

Join the team as our next Data Analytics Manager, Services Operations

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

The Services Operations team is responsible for the systems and processes supporting the post-sales teams at Twilio. This includes Customer Support, Professional Services & Customer Success. This role will primarily focus on supporting the Professional Services organizations with insights, analysis and recommendations for operational efficiencies. This is a great role for someone looking to further develop their career in a fast-paced, high-growth company. Twilio is looking for a person who lives the Twilio Magic and has a demonstrated track record of managing, and analyzing large data sets, and driving business leaders to make data-driven decisions.

Responsibilities

In this role, you’ll:

• Conduct adhoc analyses to identify opportunities for efficiencies and process improvements within Services organizations.

• Develop and manage programs for data insights and revenue growth in an ever-evolving high growth environment 

• Clearly define operational metrics, definitions, and business processes across all services organizations, and act as a go-between for technical and non-technical groups to help define operational definitions for reporting

• Develop relationships with upstream teams to ensure involvement in development, decision-making, and solutions

• Interact extensively across analytics teams and with Services and Sales organizations

• Always act and communicate in an honest, direct, and transparent way

Qualifications 

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!

Required:

• 5+ years experience in data analytics, metrics reporting, dashboard creation

• Proficiency in performing broad quantitative and qualitative analyses and familiarity with customer-focused teams & key operational metrics 

• Proven experience in working with business units to identify underlying root causes, and facilitating change management practices to improve business outcomes

• 3+ years experience with CRM systems (Salesforce/Gainsight/Cloud Coach)

• Comprehensive understanding of the sales lifecycle, and ability to facilitate teams in targeting opportunities for revenue growth

• Bachelor’s degree or equivalent experience required.  

Desired:

• Strong preference for someone with prior experience in an analytics role at a growing technology company

• Working experience with Looker, Tableau, and Presto preferred

• Ability and desire to pick up new technologies in a rapidly changing environment 

• Outstanding troubleshooting, critical thinking, and analytical skills

• Demonstrated ability to develop deep working relationships with partners both upstream and downstream.

• Ability to be able to work independently or in a team environment in a global setting

Location 

This role will be remote, based in the USA.

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.

*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

If you are a Colorado applicant:

• The estimated pay range for this role, based in Colorado, is $109,280 - $150,260.

• Non-Sales: 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.

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