Director, Professional Services & Support

See yourself at Twilio

Join the team as our next Director, Professional Services & Support - APJ on Twilio’s Segment product team.

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 mean 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 oversee duties for professional services and customer support personnel within the region.  Your team will be solving complex cases across the Segment ecosystem, requiring knowledge of programming and technical systems.  You will need to manage entry level developer support engineers up to senior level developer support engineers for a highly technical product.  Problems will be diverse and challenging for a customer set that includes the largest multinational conglomerates in the world.  You will interact with team members that you manage, account team members, product and development team members, and professional services team members.  You’ll be accountable for world class customer satisfaction results while maintaining a high level of rigor around operational efficiency. 

Responsibilities

In this role, you’ll:

• Ensure team readiness for supporting new products and services.
• Identify budget, resource capacity and systems requirements to support corporate and strategic plans.
• Measure, maintain and improve delivery processes to increase efficiency and customer experience at scale with the future in mind.
• Plan staffing requirements and hire skilled team members to meet business goals.
• Deliver excellent partner and customer satisfaction and meet/exceed all operational targets.
• Provide regular employee coaching and on-going guidance to help employees achieve career development aspirations.
• Work closely with Supportability Engineers, Customer Experience, and Product and Engineering, to provide feedback and surface customer insights that improve product quality and supportability.

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: 

• 10+ years of experience in technical support or support delivery, with at least 5+ years as a senior leader.
• Schedule: ability to work non-standard, on-call rotation weekend and holiday hours.
• Experience working independently and as part of a team. Will take the initiative to drive projects forward even under ambiguous circumstances.
• A strategic thinker, able to come up with out of the box solutions that drive efficiency, enable scale, and deliver on customer and internal performance metrics.
• Must be a strong leader with the ability to attract, motivate, retain and develop people.
• Ability to influence and build bridges with peer teams, including those outside of the support organization.
• Strong operational discipline with an analytical and process-oriented mindset.
• Data-driven at your core: an analytical problem solver who can tackle big challenges with a sense of urgency.
• Proven track record of exceeding goals and achieving growth and success.

Desired:

• Excellent written and verbal communication skills.
• Ability to influence and build effective working relationships with all levels of the organization.
• English language proficiency (both written and verbal).
• Familiarity with localization tactics to ensure our content is accessible and inclusive across multiple APJ countries. 

Location

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

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 25% travel is anticipated to help you connect in-person in a meaningful way. 

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.