The opportunity
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
What you'll do
Leadership: Be the change agent, go-to person, subject matter expert for the team
Coaching & Mentoring: Mentor or coach or train other team members on Performance, Soft Skills, Queue Management, Case / Incident Management best practices
Onboarding: Manage onboarding & training of new team members. Creating &: delivering structured training sessions
Team Improvement: Identify training / process improvement opportunities. Create & implement trainings / solutions / process improvements accordingly. Identifies and recommends opportunities for improvement in channel engagement
Team Engagement: Communicate openly and effectively with their team. Share updates and timely disseminate information
Queue /Escalation / Incident /Case Management: Help advise on sensitive SDM Escalations, identify trends and blockers.
What they're looking for
- Post-Mortem Review: Review technical post-mortems and incident reports to translate complex root causes into clear, executive-ready narratives.
- Reporting: Ensure all leadership-facing documentation clearly outlines the: business impact, timeline, and remediation steps.
- Project Lead: Works with Escalation Leadership and cross-functional project managers on OKR and project deliverables. Identify pain points and propose solutions (through projects/process improvements). Drive technical projects to bring improvements on the team.
- Talent Acquisition: Assist in scaling the talent pipeline by conducting interviews and participating in calibrations
