Staff Engagement Manager

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 team with diverse experiences 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.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

See yourself at Twilio

Join the team as Twilio’s next Engagement Manager

About the job

The Enterprise Engagement team in ET is the single intake and engagement point between ET and the rest of Twilio. The team leads the relationship with all internal stakeholders to understand the largest business problems facing Twilio and partners with the Product Management and Business System Analyst teams to analyze and identify solutions. Fundamentally, Engagement Managers ensure ET is building solutions for the most crucial business problems to transform the business and achieve the goal of profitability.

We are looking for someone who is passionate about understanding large problems, capable of working with leaders across multiple teams, and thrives in an environment with cross‑functional collaboration. As an Engagement Manager you will have the opportunity to work with leaders across Twilio, while also managing the relationship with teams internal to ET.

Responsibilities

In this role, you’ll:

• Serve as the primary point of contact for key stakeholders across the enterprise, building and maintaining strong relationships with individual leaders and their teams.
• Be responsible for the analysis of business problems to determine if they are value driven to warrant continued analysis of a solution.
• Manage relationships with internal ET teams, including Product Management, Business Analysis, and Agile Services to drive problem statements through solution analysis and management of a business roadmap.
• Own the interaction between ET and Twilio stakeholders, acting as a conduit of questions on business problems and analysis of ROI, as well as managing stakeholder expectations on SLAs and next steps.
• Proactively communicate the business problems and trends you are hearing from your stakeholders to the wider Enterprise Engagement team to ensure any larger impact is understood quickly.
• Monitor and report on key metrics resulting from the solutions provided to your stakeholders, ensuring continued alignment to OKRs, Security improvements, and overall business transformation.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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:

• You understand the difference between identifying a problem vs a solution, and always push to first understand the underlying issues.
• You get excited to be the voice of your stakeholder and in doing so, you strive to understand the challenges they face.
• You are comfortable communicating good and bad news to leaders and peers to avoid surprises.
• You focus on the problems at hand and you stay calm when facing challenges.
• Solid understanding of Business Analysis and Product Ownership with demonstrated ability to produce relevant artifacts, including business impact assessments and portfolio level roadmaps.
• Strong technically and can converse credibly with talented engineers.
• You are flexible and able to adapt to changes and holistically consider the impact of the change.
• You are a teammate with a high level of integrity and a desire to assist your team.
• You’re resourceful - you might not have all the answers, but you know how to find them.
• You have strong written and verbal communication skills in English (Advanced or Bilingual level).
• 7+ years of experience in a customer-facing role, preferably in a technology or software company (customers can be internal or external).
• Experience working with leaders across teams within an organization, from Directors to C-suite level executives.
• Demonstrated insight showing you build processes where it's needed, and know how to cut through bureaucracy when it's inefficient, but also how to create structure when appropriate.
• Strong problem-solving skills and the ability to think strategically to navigate challenging cross functional projects.
• Experience with Scrum practices is a plus, but not required.

Location

This role will be remote, and based in Colombia

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

Working at Twilio offers many benefits, including 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.

Apply Now

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.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.