Join us as a Supportability Engineering Manager to lead a team passionate about improving Twilio’s product quality. The Supportability function serves as the bridge between our Product, Engineering and Delivery Teams, working closely with Product and Engineering leaders to ensure product quality, effortless customer experiences and to equip delivery teams with all they need to provide value add support.
You and your team will champion and drive proactive customer-centric features into the products and services, to eliminate and prevent customer issues. The successful candidate is a dynamic individual with a track record of self-improvement, persistence in driving towards goals even in the face of adversity, focus on results, and an ability to draw the best out of people in a genuine way.
In this role, you’ll drive the strategy and be responsible for the performance and execution of Twilio’s Supportability teams. You will question the status quo and relentlessly pursue opportunities to improve product supportability and the way we engage with Product and Engineering. You bring a wealth of technical knowledge, deep customer empathy, the ability to influence others and drive results.
Your team’s subject matter expertise, technical skills, and access to the voice of the customer directly influence product changes that enhance the user experience and reduce the need for support.
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