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Research Operations Specialist (L2)



Posted on Wednesday, March 20, 2024

See yourself at Twilio

Join the team as Twilio’s next Research Operations Specialist (L2).

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

This position is needed to enable Twilio to conduct user research efficiently and effectively. Our team sources, engages and maintains relationships with current and potential customers to understand user needs at scale. We’re focused on delivering the resources, tooling and documentation needs of the Twilio research community to empower productive research.

As members of the Research Operations team, Research Operations Specialists provide the infrastructure for user engagement research, enabling teams to focus on uncovering user behaviors, needs, and motivations in order to design products and services that provide value.


In this role, you’ll:

  • Support end-to-end research studies through user sourcing, participant engagement, and logistics coordination
  • Partner with research, design, and product teams on project requirements to communicate status and updates
  • Identify pain points and process gaps, iterating on existing systems or developing new solutions
  • Engage in proactive pipeline development to enable just-in-time user access by building up groups of research participants over time
  • Maintain reliable resources, tools, and documentation to support customer insight discovery
  • Understand our customers' journey within research to ensure they have a positive experience with Twilio in this process


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!


  • 2+ years of relevant work experience
  • Strong interpersonal skills with a proven record of developing connections and successful relationships
  • Excellent communication and presentation skills, including an ability to communicate effectively with diverse array of stakeholders
  • Proactive and self-directed with an ability to iterate and contribute to establishing best practices
  • Solutions oriented, with experience improving processes and/or operations including evaluating and tracking success metrics
  • Effective at managing multiple projects and stakeholders while providing timely updates on priorities and progress


  • Experience developing recruitment pipeline and/or communities and databases


This role will be remote, and based in Colombia.


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

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.

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