Services & Strategy Operations Specialist

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant, diverse team making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

About the job

This position is needed to ensure the successful planning, operations, and hygiene of our Global Professional Services practice.

We are seeking a dynamic and detail-oriented Services & Strategy Operations Specialist to join our Global Professional Services team. As a Services & Strategy Operations Specialist, you will be responsible for overseeing the operational health of our business, including resource allocation, reporting on utilization rates, forecasting future resourcing needs, and assisting with capacity planning. You will work closely with Professional Services leadership to drive the efficiency and effectiveness of our business operations.

Responsibilities

In this role, you’ll:

• Oversee the staffing of Professional Services project teams, ensuring the right resources are allocated to the right projects at the right time.
• Monitor and report on resource utilization rates, providing insights and recommendations to optimize resource deployment.
• Collaborate with teammates to forecast resourcing needs and assist in capacity planning to meet future project demands.
• Ensure our internal operational and reporting systems remain current and truthful. Leverage these systems to inform strategic direction and decisions for our practice.
• Work closely with Professional Services leadership to align operations strategy with business objectives to support the overall success of the Professional Services business.
• Put your mark on Professional Services by paying attention to details and speaking up when improvement or correction is needed. Identify opportunities for process improvements in Professional Services and implement changes to enhance efficiency and effectiveness.
• Maintain clear and consistent communication with Professional Services team members to understand project requirements and resource constraints.

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: Important- For any ‘required’ qualifications, please remember that you can only interview candidates who meet ALL of the required qualifications.  If your list of required qualifications changes during the interview process, you MUST update the JD to reflect the new ‘required’ qualification(s).  (Eg., if you say that 7 years of relevant experience is required for your role, you cannot interview someone with less than 7 years of experience. Before interviewing someone with less than 7 years of experience, the JD must be updated and reposted to reflect the new requirement.)

• Proven experience supporting or running a business function, preferably within consulting or professional services.
• Strong analytical skills with the ability to forecast and plan resource needs effectively.Strong proactive communication skills and an ability to drive cross-functional collaboration and action with other team members.
• Experience working with multiple stakeholders and/or departments to achieve a single outcome by connecting the dots around cross-departmental dependencies.
• Hands-on experience around data maintenance related to inputs such as capacity, utilization, revenue, margin targets and forecasting.
• Experience operating in a growth-mode environment where policies and procedures can evolve quickly in order to scale.
• Ability to work effectively in a remote setting, managing North America hours.
• Ability to support multiple timezones synchronously and asynchronously.
• 5+ years of relevant experience

Desired:

• Experience using cloud-based tools such as Google suite, Tableau, CRM applications (Salesforce.com), PSA applications (Cloud Coach), Messaging (Slack), Video (Zoom), etc.

Location

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

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

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.