Twilio is hiring an

Engineering Manager, Customer Experience

San Francisco, United States

Because you belong at Twilio

The Who, What, Where and Why

Twilio’s Customer Experience team oversees the end-to-end experience for our developer and enterprise customers. Newly created in Q4 2018, the engineering team will combine quantitative and qualitative customer intelligence to deliver systems and infrastructure to help Twilio anticipate and deliver the best service for our customers. Twilio’s massive growth requires strategic, big picture thinkers who can see the possibility and identify the phased approach to get us there.


As an Engineering Manager, you will be responsible for designing features to help us take the temperature of our customers, learn from their feedback and activities, and proactively take action. You will work with engineers, product managers, customer support and others to launch new products and support existing ones.

Successful candidates will have shown the ability to ship quality product in a fast-paced environment. We expect you to understand customer requirements and be able to work and collaborate with other Engineering and cross-functional (e.g. sales, marketing, customer support) teams across the organization.

A degree is Computer Science or equivalent experience required.


As an Engineering Manager, you will be leading and growing a team of passionate engineers with support and guidance to achieve sustained high velocity and predictability.  To continuously deliver value to customers, you will guide the team through Agile methodologies. You will be growing employees through career development, coaching and mentoring while guiding senior contributors to maximize their potential. You'll help provide a clear path for progression through personal development plans, defining goals, perform evaluations, and collaborate with employees on their objectives.  

You will collaborate on roadmaps with Product and Program Managers, Architects and Tech Leads to ensure the team has clear direction and priorities and ensure there is cross-training and a healthy balance between features and technical debt. Working with Program Management, you will break down roadblocks, manage communications with stakeholders and dependent teams as well as create a culture of continuous improvement through retrospection.

As a member of the Customer Experience team, you will foster leadership principles and behaviors throughout the organization to groom the next generation of leaders.  You will institute development best practices to ensure the team produces high quality, well architected and supportable code through a continuous delivery model. You will own, operate and maintain your team’s services with a rotating on-call incident escalation and response processes for the team. Overall you will act as an ambassador for Twilio, recruit and motivate top talent.


The Customer Experience team enables the voice of the customer to inform every element of Twilio’s decision-making. During this exploration, we identify opportunities to make the experience more seamless, intuitive and productive for the customer.

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.


This position will be located in our office at 375 Beale Street in San Francisco. You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday dinners, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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