Account Security Project Manager

See yourself at Twilio

Join the team as our next Account Security Project Manager 

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 lead global onboarding projects for Account Security APIs. 

Twilio is enabling our customers to build the future of communications. The product operations team is a strategic component of our Account Security strategy. We bring to life valuable solutions that empower developers to build reciprocal trust with their consumers with frictionless onboarding and secure transactions.

The Twilio Project Manager within the Product Operations team is specifically responsible for leading global onboarding projects for Account Security APIs, working with different Twilio teams and carrier partners. They manage the workflow from service acquisition to production launch. They are knowledgeable about the Account Security APIs, lead troubleshooting activities when necessary and assist Support and other Twilio teams with customer questions.

The Twilio Project Manager is both technical and a skilled relationship builder. They are comfortable engaging in communications with customers, partners and other Twilio teams at all levels.

Responsibilities

In this role, you’ll:

Twilio Project Managers get to live our values every day.

• Be a builder:

• Manage global account security onboarding projects through the workflow stages from the service being purchased to the launch of the service.

• Prepare documentation and complete approval processes with carrier partners

• Be an Owner:

• Work with multiple cross functional Twilio teams and carrier partners to receive the necessary updates to complete the assigned projects within the defined criteria

• Monitor, respond and action on incoming questions and requests (email, slack and Jira tickets) from Twilio Support, Solutions Engineering, Product Management and Sales teams

• Share Problems, not Just Solutions:

• Help and seek help from other team members

• Wear the Customer Shoes:

• Provide escalation support for common customer inquiries received in tickets

• Troubleshoot escalated inquiries using debugging tools 

• Lead technical calls and discussions with key stakeholders

• Embrace uncomfortable:

• Adopt new processes as we build and grow

• Learn about new solutions

• Write it down:

• Review and contribute to internal knowledge bases and external technical resources to stay current

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:

• Have experience managing 10-20 global technical projects at a time, 3+ years

• Customer Facing experience, 3+ years

• BA/BS degree in a technical related field or similar experience

• From a technical background or domain experience

• API knowledge

• You work well with different teams at all levels

• You are organized and keen on problem solving

• You take initiative to proactively move into action

• You can work independently but also energized from working within a team and cross-functionally to achieve the company's goals

Desired:

• Excellent written and verbal communication skills

• Familiarity using analytical tools, reporting tools, and project management tools

• Experience working with teams in different regions and timezones

Location 

This role will be either based in our London, UK office or remotely in the UK

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.