See yourself at Twilio

Join the team as our next Partner Operations Manager - Segment. 

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

This position is needed to steer our fast-growing Customer and Partner Success organization. Working closely with a senior management team that has successfully built other enterprise SaaS companies, you will help grow and scale the operational foundation and systems to drive the success of our team.

The Partner Operations Manager is the subject matter expert in partner infrastructure and ecosystem, responsible for owning and maintaining key processes of our go to market partner lifecycle, while helping build needed improvements to support a growing partner ecosystem. The Partner Operations Manager will support a team of partner managers that work with strategic alliances, technology partners, channel partners, and managed service providers. The Partner Operations Manager will drive operational excellence in documenting, designing, launching and enabling multiple cross functional initiatives with internal stakeholders that directly impact and support the Partner ecosystem to meet aggressive partner ecosystem growth goals.

This is a multi-faceted role where you will work cross-functionally with Customer and Partner Success leadership, Finance, Legal, HR, Revenue Ops, and other key business partners to continue to improve the efficiency of our Partnerships organization. We are seeking people with a passion for helping others and who are eager to take on a variety of projects in a dynamic environment. 

Responsibilities

In this role, you’ll:

• Improve our policies, processes and systems in support of how partners engage with Segment across all partner types and throughout the partner lifecycle
• Maintain operational excellence in managing multiple cross functional initiatives with internal stakeholders that will drive scalability, increase value, ensure delivery quality
• Drive business requirements of the CRM, CPQ, and PRM process in support of partner sales and services
• Develop and manage detailed, complex, cross-team project or program plans that take into account all requirements, constraints, resources, and deliverables associated with defined objectives that allow for rapid launch of partners in our operating network
• Manage the creation, maintenance, and management of documentation, including process instructions, policies, standard operating procedures, and training documents
• Identify opportunities continuously to streamline operations, including both internal and external systems and processes
• Work with leadership to identify key metrics and create reports and dashboards to track our performance
  

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:

• 2+ years in a Partner Operations role at a technology company, with experience managing key operational workflows and projects
• Expertise with managing and designing partner-specific processes in CRM and CPQ platforms
• Experience with partner portals, partner onboarding, and partner engagement tools (e.g., Salesforce Communities, Partner.io, Impartner, etc.)
• Intermediate/advanced skills in MS Excel/Google Sheet
• Ability to communicate the right level of information to executives and cross-functional teams at the right cadence 

Desired:

• Are a natural and independent problem solver - you’re highly skilled at understanding and solving problems and are comfortable with ambiguous problems with no easy answer
• Have strong written and verbal communication skills -  you’re able to effectively communicate insights, recommendations, and policies to the Partnerships team using various formats (decks, presentation, emails, Slack, etc.)
• Have excellent organizational and project management skills - you’re comfortable multitasking and prioritizing in a fast paced environment and coordinating with multiple stakeholders 

Location 

This role will be remote, and based in the USA.

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 $90,320 - $112,900
• 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.