Business Process Analyst

See yourself at Twilio

Join the team as our next Process Mining Specialist in the Customer Intelligence team.

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're on a journey to becoming a globally antiracist company that supports 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

Twilio is seeking a Process Mining Specialist to join our Customer Intelligence team. The position is needed to support delivery and operational stakeholders by defining and evaluating core global operations processes for systems, automation and global scalability. This role will provide the opportunity to contribute to numerous transformational programs across the Global Operations organization in areas that will help build partnerships and develop business models aimed at long-term sustainability.

Responsibilities

In this role, you will:

• Effectively partner cross-functionally with internal Twilio teams, stakeholders and partners.
• Use frameworks to promote visibility, align key stakeholders and influence decision-making with leadership audiences around the progress and performance of work.
• Process Efficiency: Investigate metrics to identify root causes and improvements, and follow through with productive insights to evolve systems and processes, and develop programs to drive measurable outcomes.
• Process Mining: Analyze the details on how we are managing the work, by conducting interviews with global stakeholders, synthesizing findings, and bridging qualitative insights with supporting data to provide the best solutions.

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:

• Business degree, CS degree or equivalent 3+ years experience in a process design, analysis, or oversight role.
• Hands on experience analyzing business systems and processes related to efficiency, quality, costs, and time management
• Ability to coordinate plans and process improvement strategies with internal stakeholders.
• Experience supervising all aspects related to the implementation stages of improvement initiatives. Revising and updating procedures and policies.
• Ability to proactively communicate and demonstrate strategic and long-term thinking, but with an eye on current operations.
• Technical ability to use tools such as Zendesk, Looker, Salesforce, Confluence, G Suite, LucidChart, Airtable etc

Desired:

• Ability to take an organized and logical approach towards thinking through problems, break down complex issues into manageable parts and look beyond the obvious to get at root causes.
• Experience in an operational role for a large organization.
• Experience in traditional project management principles.

Location

This role will be remote, in Bogota, Columbia. 

Minimal to no travel is required.

What we offer

There are many benefits to working at Twilio, including things like competitive pay, 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.