Strategy & Operations Manager

Who we are 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. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Strategy & Operations Manager. About the job This position will be responsible for unlocking exceptional growth for Twilio’s customers and business. We are seeking a high-achieving individual to join Twilio’s Strategic Growth team in the Industry Relations & Strategic Growth organization. In this high-visibility role, you will tackle executive-level strategic problems that have no straightforward answers while moving quickly to keep pace with the fast-moving communications and AI ecosystem. You will unlock new customer use cases, improve the quality of our global telecommunications network, and drive profitability. You will do this by defining complex problems and solving them through first-principles thinking, data analysis, storytelling, interviews, and collaborative cross-functional relationships. You will be an owner of strategic projects with significant autonomy, and will engage with senior executives to present your recommendations and accelerate decisions. You will be part of a company that is the category leader in Communications Platform as a Service (CPaaS), an organization working with the largest customers and partners, and a team of operators and former consultants that have delivered exceptional impact in product-led growth, international expansion, compliance, and go-to-market. If you have an extreme owner / founder mindset, move fast, and want to solve big challenges in a rapidly growing space, you’ll find yourself at home. Responsibilities In this role, you’ll: • Strategic Decision-Making: Partner with executive leadership to define, model, and execute high-impact business strategies across messaging, voice, and AI communications ecosystems. • Cross-Functional Leadership: Drive end-to-end alignment across Carrier Relations, Product, Operations, Finance, Legal, and GTM teams to achieve core company goals. • End-to-End Ownership: Take full accountability for VP-level strategic goals, delivering mission-critical projects on schedule while optimizing customer experience. • Executive Communication: Synthesize complex technical and strategic data into concise executive presentations, strategic memos, and board-level reporting. • Data-Driven Modeling: Perform data analysis and build quantitative models to solve complex, unstructured business challenges under tight timelines. • Domain Expert: Lead as the Subject Matter Expert for global connectivity initiatives, advising executive leadership and driving results across reach, quality, and profitability. Prior expertise isn't required to apply – just a commitment to learn. 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: • 4-6 years of experience in strategy, operations, management consulting, product, or growth roles. • Exceptional ability to synthesize complex technical, operational, and financial data into concise written memos and executive presentations that drive rapid decision-making. • Proven ability to build relationships and drive alignment across Product, Sales, Operations, and Finance across individual contributors to VP levels. • Proven ability to think critically and apply structured problem-solving techniques to unfamiliar challenges. • Strong proficiency in data analysis and visualization e.g., SQL, Looker, Tableau, Coefficient, Airtable. • Ability to work independently, prioritize tasks, and manage multiple projects in a fast-paced environment. Desired: • Experience in SaaS, technology, management consulting, banking, or other fast-paced environments. • Experience using AI to accelerate productivity e.g. Claude, OpenAI, Gemini, Glean. • Familiarity with telecom, messaging, and voice networks. Location This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA. 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. Compensation *Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. 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, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Wa