Customer Communications Team Lead

Remote (United States)

This position is needed to create a strategy and platform to communicate Twilio product information effectively to customers and internal partners. This role is focused on operational communications, including customer advisories and product announcements that require customer action. Ultimately, we want Twilio customers to feel that Twilio is an effective advocate for their interests. As part of Twilio’s Services Strategy and Programs team, the person in this role will have the opportunity to have a true impact on improving how Twilio connects with customers and internal partners.

Responsibilities

In this role, you’ll:

Create and manage our internal and customer communications within a clear and consistent framework.
Own the communication strategy, process, calendar and programs, ensuring the most important messages get to employees, partners, and customers, so they know where to go for the information they need.
Evaluate tools and systems to disseminate information through various media channels for company and customer-wide communications.
Review, edit and write clear, engaging, and consistent communications on behalf of various Twilio product teams.
Work cross functionally and build partnerships within go-to-market and product teams, as well as the rest of the organization.
Align all messaging with Twilio’s external communication strategy, brand standards, and tone.
Review and create internal readiness materials.

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:

7+ years internal communications and/or project management experience, ideally with enterprise software. Excellent verbal and written skills; ability to listen and collaborate effectively across teams.
Strong project and change management skills.
Ability to manage initiatives from ideation through to execution, including planning, communications, engagement, and information dissemination across global teams.
Experience turning complex topics into engaging content across various channels.
Organized and detail oriented, with an ability to thrive in a fast-paced environment, balance multiple partners with varying needs.

Desired:

Ability to roll with the punches and stay grounded in a highly fluid environment where plans can change daily.
You are a builder--you love hard problems and believe in the indomitable power of people's ability to create a better world through ingenuity and resourcefulness.
Outstanding leadership skills. Taking the initiative, making hard decisions, and being accountable.

Location

This role will be remote based in the USA.
Approximately 3-4 trips to San Francisco headquarters and other US regional offices are anticipated per year.

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.

Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

If you are a Colorado applicant:

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.