Project Manager 4, Support Initiatives ID-2958
See yourself at Twilio.
Join the team as our next Project Manager 4, Support Initiatives on the Support Initiative Management (SIM) team in the Global Customer Support Operations organization.
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 global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business
About the job
Twilio is hiring a Project Manager 4, Support Initiatives to lead impactful projects within our Global Customer Support Operation on the Support Initiative Management (SIM) team. In this role, you'll collaborate closely with stakeholders in Support Delivery and subject matter experts to implement strategic solutions, manage dependencies and risks, resolve blockers, and communicate project status across all levels of the organization. You'll champion Twilio’s project management best practices while driving progress on initiatives that shape our support strategy.
This position also involves working cross-functionally with teams across the business, including Onboarding and Compliance, Support Systems, and Customer Intelligence, to design, test, and launch solutions. This critical role is essential for scaling and evolving our Support Operations, transforming how Twilio operates and serves customers.
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Responsibilities
In this role, you will:
- Excel at documentation, including workflow mapping, clearly identifying root causes and pain points, detailing project schedules, deliverables, meeting notes, and tracking action items
- Ensure all team members have a clear, accessible roadmap, fostering a seamless workflow.
- Tackle complex or ambiguous challenges by coordinating cross-functional teams to understand, analyze, and resolve issues effectively.
- Drive projects to successful completion, keeping the team aligned with the strategic goals of the business.
- Collaborative closely with other teams, empowering them to ensure productivity and alignment, while meeting project milestone dates and goals.
- Serve as a neutral third party in scenarios that require clear, honest communication and data-driven solutions.
- Address any missteps constructively and transparently, while focusing on influencing without authority to manage relationships of all stakeholders.
- Advance initiatives strategically, always mindful of the business's long-term goals, guiding each project with a forward-thinking approach.
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
- 4+ years of Twilio Support Operations experience, assisting Customers on a frontline Support team, with a minimum of at least 1 year in a P4 role or a minimum of 1 year in a managerial role
- Experience participating in or managing projects in a large scale technical support organization
- Project management soft-skills:
- Communication; Clear and concise communication with team members, stakeholders, and clients, ensuring everyone is aligned and informed.
- Leadership; Inspiring and guiding initiative team members toward project goals while fostering a positive and productive environment.
- Adaptability; Being flexible and responsive to changes in project scope, priorities, or timelines while maintaining focus on objectives.
- Problem-Solving; Possessing the ability to analyze and address these issues proactively is vital to prevent delays and setbacks.
- Time Management; Prioritizing tasks, setting realistic timelines, and using resources effectively helps maintain momentum and meet deadlines, ensuring a smooth project lifecycle.
Executive Presence; Delivering clear, impactful presentations to executives, confidently addressing key business objectives, and articulating strategies and solutions that align with organizational goals.
- Expertise at prioritizing and executing multiple projects simultaneously and keeping others on track. You’re thorough and organized to the extreme.
- Ability to create long- and short-term plans, including setting targets for milestones, adhering to deadlines and allocating resources; ability to Identify and manage potential risks and liabilities of multiple projects.
- Strong presentation skills, able to communicate clearly and succinctly in writing, presentations and verbally to multiple levels within the organization.
Desired:
- Having a strategic, big-picture perspective with the broader goals of the organization, anticipating future needs and positioning projects to drive lasting value.
- The ability to inspire and motivate others beyond routine tasks encourages a proactive and engaged team, fostering innovation and a commitment to project success.
- Understanding the perspectives, challenges, and motivations of team members and stakeholders can build trust and improve collaboration, creating a more supportive and productive project environment.
- Cultural awareness of global or cross-functional teams, understanding and respecting cultural differences to enhance communication, minimize misunderstandings, and promote a harmonious work environment.
- PMP, BPM or other similar project management or business process improvement certifications
