Legal Services 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 Legal Services Manager. About the job We are looking for a Legal Services Manager to join our Center of Excellence function within our larger Legal Operations Team. In this role, you will be responsible for reviewing and vetting high-volume, repeatable work across multiple facets of the Legal Team and serving as the initial legal point of contact. You will also support ad-hoc operational activities to make the Legal Team more efficient. Responsibilities In this role, you’ll be responsible for the following: Legal Support Requests & Commercial Contracts • Serve as a first point of contact for GTM and Telecom Carrier Relations colleagues and provide education and process guidance on commercial contracts and other legal inquiries • Review, vet, and provide timely responses to a high volume of incoming legal requests, including general legal questions, agreement negotiation requests, and other legal support needs, while ensuring adherence to internal processes and policies • Independently review and negotiate NDAs, SOWs, assignment and assumption agreements, transition services agreements, service orders, and other miscellaneous legal documents on Twilio's template and counterparty's template Legal Processes & Operations • Support law firm eBilling matter creation and configuration, and resolve escalations related to law firm invoices • Be an operational expert on all processes that touch the Center of Excellence (e.g., Twilio's GTM-facing and telecom carrier-facing contracting processes, law firm billing-related processes) • Contribute your knowledge and learnings from novel situations to the Center of Excellence Playbook • Support a range of ad-hoc operational projects and high-volume tasks across multiple legal functions 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 • A bachelor’s degree • 5+ years of experience as a Legal Operations Analyst/Manager, Contracts Administrator/Manager, or Paralegal • Strong working knowledge of commercial contracts and commercial contracting principles, including experience independently drafting and negotiating NDAs, SOWs, assignment and assumption agreements, transitions services agreements, and service orders • Experience using commercial contracting tools, including Salesforce, Conga, Microsoft Office Suite, Google Suite, Airtable, DocuSign, and Adobe Acrobat Pro • Experience using AI, with a working understanding of how common LLMs (e.g., ChatGPT, Gemini, Claude) function and can be leveraged to make day-to-day legal work more efficient • Outstanding communication skills, both written and verbal, and strong attention to detail with a customer-first attitude • Be a process-minded and oriented professional • Ability to work in a fast-paced and ever-changing environment with minimal supervision Desired • Experience supporting a sales organization at a high growth technology company • Experience creating and managing process documentation and policies • Experience handling high-volume, repeatable tasks across different legal functions (e.g., commercial, law enforcement response, litigation) • Exposure to law firm billing, including using eBilling software (e.g., Brightflag, Onit, Legal Tracker) • Good sense of humor, disdain for drama, interest for learning new things, and desire to get things done Location This role will be remote and based in the UK. Travel We prioritize connection and opportunities to learn from each other. While this role is remote, you may be required to travel occasionally for team offsites, All Hands, and other gatherings. 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. The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. Equal opportunity employer Twilio is proud to be an equal opportunity employer. Twilio is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information 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 dona