Senior CX Manager

Posted May 17


Join the team as our next Senior CX Manager

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

A CX Manager is a champion for customers and a skilled problem solver. A successful candidate uses qualitative and quantitative data to unearth customer friction points and find root causes. This hands-on role collaborates with sales, customer support, sales operations, customer success, marketing, and product management.

Responsibilities

In this role, you’ll:

  • Start with curiosity: Seek not only to solve a challenge at hand but also iterate processes to create solutions, so they do not recur as we grow.
  • Drive understanding of what is important to customers and how the organization is performing relative to customer needs. Bring compelling stories, data, and hypotheses from our Voice of Customer (VoC) program to enable teams to make customer-centric decisions.
  • Deliver practical recommendations (e.g. people/org, process, infrastructure) to improve the end-to-end experience for customers.
  • Build pragmatic roadmaps: Balance customer delight, business impact, and level of internal effort. You’ll implement improvement initiatives and share standard methodologies.

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:

  • Bachelor's degree or equivalent experience
  • 4+ years of customer-facing experience in a technology-centered service company.
  • Track record of working with customers and stakeholders, driving positive change
  • Communicates and collaborates well within and across organizational levels
  • System Thinker - able to see the big picture as well as the details
  • Has exceptional problem solving-skills
  • Negotiates well for mutually beneficial outcomes
  • Process improvement or process mapping experience
  • High EQ and influencing skills
  • Excellent written and oral communication

Desired:

  • Preference given to those with B2B product management, customer success management, customer support or sales backgrounds
  • Business-level Mandarin, Portuguese, or Spanish a plus
  • Experience running Close the Loop programs

Location

This role can be hybrid in-office (if near a Twilio location) or remote, based in the US.

Approximately 5% travel is anticipated.

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.

(Location dependent information)

Colorado applicants:

  • The estimated pay range for this role, based in Colorado, is 99,360-136,620
  • 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.



Misc Info For This Position:

Remote Mix: 100% Remote

Position Level: Senior Manager

Job Type: Full-Time

Regional Restrictions: USA Only


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Twilio


United States

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Job Info:
100% Remote
Senior Manager
Full-Time
USA


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