Senior Support Business Operations Manager

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Senior Support Business Operations Manager
Because you belong at Twilio
The Who, What, Why And Where
Twlio is seeking a Senior Business Operations Manager to join our Support Strategy & Enablement team. You will be responsible for driving numerous transformational programs across the Support organization, building synergies across teams in areas such as developing business models and introducing initiatives aimed at long-term sustainability. You will be responsible for building and utilizing decision-making frameworks to promote visibility and thinking, aligning key stakeholders, influencing decision-making with leadership audiences, and working at building productive and positive relationships at all levels. This individual must have strong communications and organization skills and be able to partner effectively within Customer Support and with other organizations cross-functionally.
Who?
Twilio is looking for an experienced and driven individual with a passion for customer success who lives the Twilio Magic and is able to combine strategic, analytical, and big-picture thinking with the ability to drive detailed, operational excellence. This individual must have relevant experience in building and running multiple global programs simultaneously, understanding how to drive exceptional outcomes and motivate others to them. The right candidate must have a proven track record in building and managing different functions of a Customer Support organization. They Also Have:
5 or more years of experience in a Customer Support organization for a high growth, SaaS company, preferably across multiple roles.
3-5 years’ experience with analytical tools – able to synthetize data into actionable insights used to make strategic decisions.
Experience in the following areas:
developing technical and non-technical enablement materials
developing and using workforce capacity models
partnering cross-functionally across business units to drive Customer Support outcomes in supportability, offerings management, and capabilities enhancements
process ownership and change management
Bachelor's degree in Business Administration. MBA preferred.
Excellent communication skills, both written and verbal.
Outstanding people skills.
Ability to make projections three years into the future.
You are a seasoned problem solver taking an organized and logical approach to thinking through problems, breaking down complex issues into manageable parts and looking beyond the obvious to get at root causes.
You’re a learner and collaborator at your core, you innovate, iterate and share knowledge and/or best practices to help the broader team succeed.
You have experience in working with tools like Zendesk, Looker, Salesforce, Confluence, G Suite, or other comparable systems
What?
As a Business Operations Manager, you will live the Twilio Magic values:
EMPOWER OTHERS: Partner with support delivery stakeholders to define and evaluate core Support processes globally, understand key metrics, identify improvements, and develop programs to drive measurable outcomes.
DON’T SETTLE: Deep dive into metrics to identify root cause, determine improvements, and follow through with action-oriented insights to evolve systems and processes.
WRITE IT DOWN: Efficiently and effectively communicate, track plans, and provide visibility to the progress and performance of your work to team members
BE AN OWNER: Jump into the details of how we are managing the work by conducting interviews with global stakeholders, synthesize findings, and bridge qualitative insights with supporting data to provide the best solutions
WEAR THE CUSTOMER’S SHOES: Translate recommendations to results by executing on action plans to deliver improvements to the delivery teams
Why?
Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. We only succeed at Twilio when our customers succeed. An outstanding customer experience with both our products and our service is an integral part of why customers choose Twilio, and your role is critical in ensuring the success here.
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 invest in time dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.
Where?
This position will be located in our Denver office. 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

Company info

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