Twilio
Bangalore
Internet
See yourself at Twilio
Join the team as our next Program Manager (Services)Global Delivery Center (DC), India.
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’re on a journey to becoming a globally antiracist company that supports 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
Twilio is growing rapidly and seeking a Project/Program Manager for Twilio’s Services team in our global services delivery center, Bengaluru India. This role spans Professional Services, Customer Success, and Customer Support. The person in this role will lead cross-functional internal projects and initiatives that help Twilio make a noticeable difference on improving the experience for our clients. Reporting to the Head of Services in the Delivery Center, this position is substantial in supporting Twilio to deliver an outstanding experience to customers.
Responsibilities:
As a Program Manager, you will live the Twilio Magic values:
- WEAR THE CUSTOMER’S SHOES: Have a deep consideration and understanding for the challenges our customers in EMEA and APJ, face and work alongside internal teams to identify challenges and opportunities for improvement.
- WRITE IT DOWN: Analyze data and trends from Services teams and voice of the customer surveys to provide key findings to internal partners.
- DRAW THE OWL: Coordinate internally to suggest improvements and solutions for challenges faced by customers to move the needle forward on improving NPS and touchpoint experience scores across the EMEA and APJ Services organization.
- BE AN OWNER & BE BOLD: Own all projects related to improving the customer experience including strategy formation, developing business cases, project execution, partner communication and collaboration, project plans, timelines, and artifacts.
- EMPOWER OTHERS: Interact extensively across all functional teams and the India site within Twilio.
- NO SHENANIGANS: Ensure consistent exercise of appropriate judgment and discretion in evaluating opportunities to improve customer’s experience, conducting analysis alongside customer operations and working with the DC leadership team to determine projects and priorities.
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:
Twilio is looking for a Program Manager who lives the Twilio Magic and has a proven track record of learning, growth, impact, and success. Ideal candidates:
- Have a Bachelor’s degree preferably in Business Management
- 4+ years of experience in program management
- Have a keen interest in project and program management.
- Have an attention to detail and can document processes and flow diagrams.
- A data-oriented individual with the ability to work with data, analytics and BI tools to create views and presentations for executive briefings.
- Good at and have prior experience in creating Google Slide decks.
- Ability to moderate cross functional team workshops, business reviews ensuring the agenda is followed, action items documented and followed through in a timely manner.
- Have an appetite for ambitious and “can do” spirit, as evidenced by successful interest in learning project management methodologies and frameworks (Agile).
- Ability to handle multiple competing priorities in a fast-paced environment.
- Ability to effectively communicate across all levels of the organisation from engineers to executives.
- Ability to build logical views of project sequence and dependency to orchestrate work across multiple teams and supervise a global view of program risks/ issues/ dependencies.
- Skill in delivering verbal and written communications to internal customers that demonstrate an ability to accurately convey information and a sensitivity to the internal customer’s experience.
Location
This position would be located in our Bengaluru office in India. May require occasional travel.
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.
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.
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