See yourself at Twilio

Join the team as our next Program Manager, Knowledge Centered Support

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

The KCS Program Manager is a full-time position dedicated to supporting, scaling and evolving the Twilio Knowledge Center Support program. The KCS Program Manager role will be part of the Support Operations and Strategy (SO&S) team within the Twilio Customer Support organization.

KCS is a refined and robust methodology that has helped companies maximize success through fundamentally shifting culture within an organization by building organizational learning. As the KCS Program Manager, you will understand that capturing and sharing knowledge is viewed as being of the highest value and an integral part of the issue resolution and prevention workflow.

The KCS Program Manager will be responsible for owning the end-to-end journey from inception to completion (the planning, execution, and monitoring) and for driving the continuous evolution of Knowledge Centered Service principles within Twilio. This also includes refreshing and expanding the progress to date. The KCS Program Manager will be required to facilitate the creation of an enhanced user experience for both customers and internal staff, formulating easily accessible self-service and best-practice knowledge to enable customers to grow their business successfully with Twilio.

The KCS Program Manager will also be responsible for fostering a KCS culture for faster resolutions to known issues, utilizing AI / ML practices where possible, while also generating additional bandwidth for the Support Teams to focus on more complex and higher profile requests. The KCS Program Manager will also work closely with cross-functional teams to identify opportunities for process improvement, document and share knowledge, and promote a culture of continuous learning.

Responsibilities:

• Lead and grow all aspects of the KCS program strategy at Twilio

• Drive key Knowledge focused metrics across the global organization

• Interpret Help Center analytics and utilize results to improve search, click thru rates, and identify opportunities for ticket deflection

• Partner with Support leadership and management to evolve the ongoing KCS strategy while integrating the most recent AI / ML industry standards

• Regularly report KCS results, updates and impact to the global team in management meetings, dept communications, All Hands meetings, etc.

• Ongoing ownership and management of the KCS information on Twilio’s corporate intranet platform

• Establish and regularly meet with a KCS Council (KCS Coaches, Publishers and others) to level-set, outline growth opportunities, better understand roadblocks and evolve the KCS program

• Engage cross-functional teams in relevant, consistent and meaningful communication with all KCS stakeholders

• Implement feedback solicited to further develop the KCS program

Role Requirements:

• Minimum of 6+ years of experience in a knowledge management role, preferably using the KCS methodology, with knowledge management in a Support environment

• Bachelor's degree in a relevant field such as business administration, information technology, or knowledge management

• Familiar with key metrics related to measuring the effectiveness of knowledge management

• Strong project management skills and experience managing complex programs

• Excellent communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels of the organization

• Strong analytical skills and the ability to use data to drive decision-making

• Experience with KCS business processes and tools

• Knowledge of ITIL or other IT service management frameworks is a plus

• Certification in KCS or equivalent is preferred

Location

This role will be remote, and based in the East Coast, USA.

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 in Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.

Please note this role is not eligible to hire in Washington State or California, San Francisco Bay area, California

The estimated pay ranges for this role are as follows:

• Based in Colorado: $ 132,320 - $165,400 USD
• Based in New York, Washington State or California (outside the San Francisco Bay Area): $140,080 - $175,100 USD
• Based in the San Francisco Bay area, California: $155,600 - $194,500 USD.

This role may be eligible to participate in Twilio’s equity 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.