RVP, CS Programs and Operations

See yourself at Twilio Join the team as our next Regional Vice President of Customer Success Programs and Operations on Twilio’s Segment product 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 have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. About the job Twilio is seeking a Regional Vice President of Customer Success Programs and Operations.  In this role, you’ll report to the Global Vice President of Professional Services, Customer Success, and Support and partner closely with leadership across the post-sales organization.  You’ll play a key role in aligning programs, operations, and execution to the organization’s strategy. Responsibilities In this role, you’ll: Strategic Planning Develop and execute business strategies to achieve organizational goals. Work with senior leadership team to set strategic priorities and translate these into actionable plans. Monitor industry trends and competitive landscape to inform strategic decisions. Operational Management Oversee daily operations to ensure the organization runs smoothly and efficiently. Develop and implement policies and procedures to improve operational effectiveness. Manage operational budgets and optimize resource allocation. Performance Measurement Establish key performance indicators (KPIs) to measure organizational success. Analyze operational and financial data to assess performance and identify improvement areas. Report regularly on operational performance to senior leadership. Project Management Oversee the execution of strategic initiatives and major projects. Ensure projects are completed on time, within budget, and meet quality standards. Address any operational or strategic issues that arise during project implementation. Leadership Lead, mentor, and develop a high-performing team  Foster a culture of continuous improvement and innovation. Ensure effective communication and collaboration across departments. 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: 12+ years overall experience with 10+ years of customer success and operations, sales operations, or product marketing Proven expertise in building playbooks, managing scaled programs, and developing customer engagement initiatives Strong analytical abilities to measure program success, excellent written and verbal communication, and effective interpersonal skills for building and maintaining relationships. Ability to thrive in a fast-paced, evolving environment with a passion for precision and attention to detail. Capable of independent work, multitasking, and prioritizing multiple projects. Creative yet process-driven, with a history of managing complex, cross-functional projects. Experience working with tech organizations. Ability to effectively partner and influence key cross-functional stakeholders. Location This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas. Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 20%-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 . *Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only. The estimated pay ranges for this role are as follows: Based in Colorado: $180,880 - $226,100. Based in New York, Washington State, or California (outside of the San Francisco Bay area): $191,520 - $239,400. This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave. The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.  Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com. Twilio is proud to be an equal opportunity employer.  Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at  accommodation@twilio.com .