About us:
- Twilio is migrating the communications industry from its 150-year-old legacy in hardware to its future in software. With our cloud communications platform, we fundamentally change how businesses build solutions for their communications needs.
- Twilio has virtualized the entire telecommunications infrastructure stack into a set of streamlined cloud APIs, introducing agility, global reach and cost savings of flexible, multi-tenant cloud software to the traditionally expensive and slow moving field of telecommunications.
- Hundreds of thousands of developers have incorporated Twilio into their companies and products, deploying everything from complete call centers to work scheduling applications, from mobile marketing and lead management to tools that improve customer security.
- Our customers are the innovators you recognize and respect, from start-ups like Uber, Box and Airbnb, to the agile enterprises including Coca-Cola, the Home Depot, Alaska Airlines, Walmart and more.
- Come help us transform this 1.3 trillion dollar industry with the power and flexibility of software.
About the job:
- Twilio is seeking a true “operator” to join the team that runs Twilio’s core business processes.
- You and your teammates will work closely with Customers to help them port (migrate) existing telephone numbers from their current telecommunications carrier to the Twilio platform.
- You will work with telecommunication carriers and vendors on our Customers’ behalf to make processes like porting numbers from another carrier onto Twilio’s platform a painless experience.
- You will apply the principles of operational excellence to optimize Twilio’s business processes while improving quality and customer satisfaction.
- You will create new processes for additional jurisdictions around the world as Twilio’s business expands.
- You will work with software engineers to create the tools necessary to automate and streamline our processes.
Responsibilities:
- Manage complex requests from our Customers to port their existing telephone numbers from their current carriers to the Twilio platform.
- Understand the nuances of carrier requirements to optimize the porting process.
- Work closely with your colleagues and your Product Managers to ensure products function in an efficient and scalable way, using data to support additions to their product road maps and helping to identify customer pain points.
- Build relationships with vendors and partners.
- Advocate for our Customers to rapidly resolve escalations.
- Take on process improvement projects to streamline our operations by reducing waste, variability, and inflexibility.
- Work with the Sales team to quickly and accurately answer Customers' questions and help onboard new users to our products, helping to build out long-term relationships with our partners and customers.
- Twilio’s culture is highly collaborative and team-driven. You will be a member of a passionate, smart team that works together to ensure Customer success and build out efficient processes and systems.
Requirements:
- You're a process-savvy “people” person who learns fast and thinks on your feet.
- Your colleagues believe in your commitment to building a culture of continuous operational improvements.
- You're thorough, organized, and process-oriented to the extreme. You’re an expert at prioritizing and executing multiple projects simultaneously.
- You hit the ground running. You quickly learn and master every aspect of complicated systems.
- You have experience working on high-end products and services and know how to reduce the stress of Customers regarding their high-dollar, business-critical investments.
- Your modus operandi is making metrics-driven decisions.
- You have a Bachelor's degree or equivalent.
Bonus points:
- You have experience in the telecommunications industry.
- You have an advanced degree (MBA, MA).
- Your background includes leading and motivating teams.
Perks:
- Competitive benefits, including medical, dental, vision, 401k and life insurance.
- An Amazon Kindle, $30/month to spend on books and a Twilio track jacket after demoing your first Twilio app in front of the company!
- Pre-tax commuter benefits.
- Catered lunches and a weekly team dinner featuring invited technology and entrepreneurial speakers.
- Excellent gear (we ❤ Apple computers and big monitors — two if you need 'em).
- A strong belief in life/work balance.
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Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance.
