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GTM Applications Product Owner, Development Operations & CRM Analytics.

Twilio

Twilio

IT, Product, Operations, Data Science
Ontario, Canada
Posted on Tuesday, June 18, 2024

See yourself at Twilio

Join the team as Twilio’s next GTM Applications Product Owner, Development Operations & CRM Analytics.

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 build extraordinary tools and solutions for our rapidly growing Go-To-Market teams.

The GTM Efficiency Operations team is essential for the success and scalability of our Go-to-Market efforts. We are the drivers of the system, process, and data improvements that unlock new possibilities across the Sales, Marketing, and Strategy organizations. This Product Owner, DevOps and Analytics will work to design, manage, and build scalable solutions. This is a great role for an experienced Product Owner, who is looking to partner with our global stakeholders, leadership and builders to execute the team's roadmap that operationalizes the highly-visible, cross-functional goals of the GTM organization alongside the Keep the Lights On (KTLO) work. This includes mergers & acquisitions and enabling international sales motions (e.g. compliance with international laws, selling in different currencies). As well as, improving customer facing teams’ ability to identify, understand, predict, and respond to customer behaviors that indicate risk or opportunity. The ideal candidate enjoys solving complex, high-stakes problems, is naturally curious and always looking for ways to standardize and simplify while being inclusive of cultural or international differences.

Responsibilities

In this role, you’ll:

  • Use strong customer empathy to be a subject matter expert and trusted advisor for your partner’s operational goals and challenges, defining and getting alignment on policies, process and procedures
  • Be the liaison between the business and technical teams, ensuring all business requirements are documented, articulate the “what” and “why”, and ensure they are understood by the platform and systems teams
  • Analyze and document as-is and to-be process flows to identify gaps that are converted into requirements
  • Maintain a complete view of CRM-based processes and user personas to ensure your projects are compatible with upstream and downstream systems and processes
  • Collaborate with solution architects and development teams to design and build solutions within Salesforce as well as adjacent technologies
  • Partner with the end users, platform, and change enablement teams to ensure projects are carried out from end-to-end, including requirements gathering, build, testing, and deployment
  • Set and measure critical metrics for all initiatives. You know that an initiative doesn’t end when it’s released into production, but rather when your adoption and measurable targets are hit

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:

  • 2-5 years of product ownership or business analysis experience
  • 3-5 years CRM implementation experience, certifications are a plus
  • 1+ years experience managing a CRM backlog, Salesforce and CRM Analytics preferred
  • Demonstrated ability to document and analyze process flows and to-be gap analysis
  • Strong presentation, communication, and facilitation skills
  • Experience in owning initiatives and creating alignment across teams
  • Ability to understand business requirements and translate into technical solutions; experience working cross functionally with Sales and customer-facing teams to improve internal systems and tools
  • Success in running project timelines, communicating across business units and driving answers to decisions

Desired:

  • 3+ years experience managing the backlog and processes within Salesforce, a big plus
  • 1+ years of experience implementing or maintaining CRM Analytics
  • Experience working within an Agile methodology, Scaled Agile a plus
  • Experience consolidating processes and systems from mergers & acquisitions
  • Experience collaborating with a global, GTM team, either in sales, marketing or operations
  • Familiarity with backlog management tools, Ideation portals, Jira, and Confluence a plus
  • Experience with UI/UX/user interviews
  • Experience partnering with third-party tool vendors and collaborating on feature implementation

Location

This role will be remote, and based in Canada.

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

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.

The estimated pay ranges for this role are as follows:

  • Based in Canada: CAD 104,800.00 - CAD 131,000.00
  • 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.