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Director of Product Management - Flex Customer Engagement Services

Company: Twilio
Location: San Francisco
Posted on: January 15, 2021

Job Description:

Director of Product Management - Flex Customer Engagement Services At Twilio, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. To help us on this path, we are looking for a product leader who will lead the strategy and execution for Twilio's Flex contact center platform. Who? We are looking for a Senior Product Leader. The ideal candidate has:

  • -8 years total PM experience, w/ minimum 2 years managing a team in an agile, cloud, continuous delivery environment.
  • Proven success in product management for both small and large organizations.
  • Experience leading a data-driven approach to PM decision-making.
  • Strong understanding of what it means to own/operate cloud services, especially developer platforms.
  • Worked closely with developers and communicated on that level.
  • Understanding of enterprise / B2B go-to-market, experience managing enterprise customer expectations
  • Ability to build and mentor a growing PM team
  • Bachelor or Master in Computer Science or equivalent experience required. What? As the PM leader responsible for Twilio Flex platform , you will:
    • BE AN OWNER: Own the roadmap, product strategy, and release cadence for the Flex platform services.
    • DRAW THE OWL: Build next generation Flex platform services to enable industry-leading customer service experiences.
    • WEAR THE CUSTOMER'S SHOES: Be the voice of our customers in every conversation and decision, humbly learn about customer use-cases to drive the vision and strategy for the future of Flex platform services..
    • EMPOWER OTHERS: Build, mentor, and nurture a growing product team.
    • RUTHLESSLY PRIORITIZE: Get your hands dirty and have a get-it-done mentality
    • DON'T SETTLE: Partner and align with Flex PM leaders, convince peers, coordinate dependencies and remove obstacles for your team along the way
    • BE BOLD: Develop and evangelize, internally and externally,-- Why? Twilio's mission is to fuel the future of communications. We do that by focusing relentlessly on building the most robust, programmable, customer-centric communications platform on the planet. Twilio daily reaches more than 5 million developers globally and every month, billions of voice and video calls are made and billions of messages are exchanged using our platform. We are in the middle of an incredible transformation of communications. Both consumers and businesses are changing how they communicate using new methods that are at the same time more delightful and much more powerful. We believe communications are at the heart of trustworthy interactions between people. In a more privacy and security focused world, Twilio is committed to ensuring that we have trustworthy customers on our platform and we're able to propagate that trust into the ecosystem. This way Twilio's customers remain compliant and have the most engaged and relevant communications on the planet. This is a unique opportunity for a program leader to take ownership of an essential part of our strategy and help take Twilio to the next level. Where? This position will be located in our office at 375 Beale Street in San Francisco, CA. You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday dinners, bi-weekly All Hands and more. What you will also get to experience is 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 where everyone is able to do 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. 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, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance. Are you legally authorized to work in the United States?
      -- Will you now or in the future require sponsorship for employment visa status (e.g., H-1B visa status)? --*
      -- Include a link to an application (or two!) that you've built using Twilio. Bonus points for pointing out bugs or things that annoyed you/could be better about the platform.
      By clicking the "Acknowledge" button, you acknowledge that Twilio processes data in the United States in accordance with the Twilio Employee Privacy Policy. --*
      https://www.twilio.com/legal/employee-privacy Acknowledge
      Please click all that apply Please indicate whether you are either a citizen or lawful permanent resident of any of the following countries: Cuba, Iran, North Korea, Syria or Sudan. --*
      -- Twilio is proud to be an equal opportunity employer Twilio is proud to be an Equal Employment Opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodation@twilio.com USA - Self-Identification of Demographic Information Twilio invites you to self-identify your personal demographic information to help continue our mission to foster inclusivity and diversity in our workplace. In keeping with the Twilio Magic, our values set the foundation for how we act, how we make decisions and how we win. These values shape our work culture and demonstrate our dedication to ensuring everyone is welcomed and supported. We invite you to self-identify your gender, race and ethnicity, sexual orientation, gender identity, and veteran status. Completing this survey is voluntary and you may select "Decline to Disclose", but we hope you choose to participate. Your responses to this survey will also help Twilio live up to our commitment to build inclusive teams that reflect the communities we serve. Responding is completely optional and voluntary and does not affect your standing as a candidate. Whatever your decision, it will not be used for the purposes of any employment decision. However, we do hope that you will participate because your responses help us measure the effectiveness of our outreach and recruitment. Any information you do provide is anonymized and stored separately from your application in a confidential file, and the information cannot be viewed by your interview team or hiring manager at any time. We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs! Voluntary Self-Identification of Gender
      Male
      Female
      I choose not to disclose
      Voluntary Self-Identification of Race/Ethnicity
      Native American or Alaska Native
      Asian
      Black or African American
      Hispanic or Latino
      Native Hawaiian or Other Pacific Islander
      White
      Two or More Races
      I choose not to disclose
      Voluntary Self-Identification of Veteran Status
      I am not a U.S. Veteran
      I identify as a U.S. Veteran
      I choose not to disclose
      Voluntary Self-Identification of Gender Identity
      Male
      Female
      Transgender
      Gender Nonconforming
      Decline to Self Identify
      Voluntary Self-Identification of Sexual Orientation
      Bisexual
      Heterosexual
      Homosexual
      Decline to Self Identify

Keywords: Twilio, San Francisco , Director of Product Management - Flex Customer Engagement Services, Hospitality & Tourism , San Francisco, California

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