Product Operations Specialist L2

See yourself at Twilio

Join the team as our next Product Operations Specialist L2

Because you belong at Twilio

The Who, What, Where and Why

Twilio is seeking an Operations Specialist to join the team that runs Twilio’s phone number operations globally. This role will work directly with customers to help them port their phone numbers into Twilio, procure short codes and Sender IDs, and have access to phone numbers they require for their applications. The Product Operations Specialist II role is the second tier on the Level 1 team. The Product Operations team is a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.

Who?

As a Product Operations Specialist II, Twilio is looking for someone who lives the Twilio Magic. You also have:

• You're thorough, organized, and diligent, and you’re able to prioritize and implement multiple processes.
• You’re empathetic and customer centric to the core.
• You’re a clear verbal and written communicator.
• You’re introspective and committed to continuous self-improvement.
• You’re capable of learning quickly and mastering complicated systems.
• You’re capable of working independently but also energized from working within a team and cross-functionally to achieve the company's goals.
• You’re able to complete tasks in core areas within SLAs.You have 3-4 years of working on an Operations team.
• You’re able to complete tasks in core and related areas within SLAs.

What?

As a Product Operations Specialist II, you will

• Wear the Customer Shoes: Provide support for common customer inquiries received by email to ensure customers have an excellent experience with Twilio.
• Draw the Owl: Assess the nature of product or service issues and resolve basic-to-intermediate level problems.
• Ruthlessly Prioritize: Log customer interactions and tag/categorize issues accordingly.
• Be Bold: Learn new processes across a variety of subject areas and ensure our operations are running smoothly.
• Respond to and action incoming carrier partner notifications.
• No Shenanigans: Quickly and confidently manage complex issues in a timely manner for customers and internal teams.
• Doesn’t Settle: Effectively respond to intermediate-to-advanced questions from customers (external and internal) in core areas and basic questions across multiple areas.
• Be An Owner: Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain

Why?

On the Product Operations team, our primary goal is operating efficiently to ensure our customers have access to purchase and port phone numbers around the globe. We are focused on operational efficiency to deliver an excellent customer experience. We are a key part of Twilio’s Super Network, whose mission is to provide the infrastructure that catalogs, orchestrates, and delivers the world's connectivity.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed, and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at Twilio

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:

• Willingness to work flexibly in rotational schedules. 
• You have 3-4 years of experience working cases in the operations in the customers facing teams, preferably within an eCommerce or Telecommunications organization.
• You have basic technical skills including basic SQL and an understanding of APIs and data analytics.
• You’re empathetic and love working with customers and carriers to solve their problems and questions, backed with data. 
• You are detail-oriented with great organizational skills and comfortable with ambiguity.
• You have above average written and verbal communication skills and are able to articulate concepts/ideas in a clear, concise manner.  
• You are willing to collaborate with communications partners and players in the industry to resolve issues, troubleshoot, and build trust.
• You have good time management and organizational skills and are comfortable working under pressure. 

Desired:

• Has knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools 
• Understanding APIs and related technologies
• Background in telecommunications is desired. 

Location

 This role will be based remotely in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Shift Timings - 5.30 am to 2.30pm / 3.30pm to 12.30am IST hours, Rotational once in two or three months - based on business requirements may have to continue in the same shifts. Flexible! 

 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.

Travel 

We prioritise connection and opportunities to build relationships with our customers and each other. For this role, approximately 10%> travel is anticipated to help you connect in-person in a meaningful way.