Principal Data Program Manager, Post-Sales

See yourself at Twilio

Join the team as our next Senior Data Program Manager, Post-Sales on Twilio’s Segment Customer Success team.

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

The Data Program Manager is responsible for translating data insights into actionable strategies and measuring the effectiveness of programs based on data-driven metrics. This role bridges the gap between data analytics and business execution, ensuring that data insights are effectively leveraged to optimize performance and drive continuous improvement across the organization. This role will work closely with cross-functional teams to implement initiatives based on data insights and assess their impact on organizational goals. This role both understands the company’s metrics as well the programs that are aimed at improving outcomes. This role is responsible for understanding why each program is occurring and what the expected value is.

Responsibilities

In this role, you’ll:

• Data-Driven Strategy Implementation:
• Work with Sr. Directors and Directors throughout Twilio to frame business opportunities and develop appropriate analytic strategies. Ensure the appropriate analytical techniques are used to solve those business opportunities.
• Collaborate with data scientists, analysts, and business leaders to translate data insights into actionable business strategies.
• Ensure the adoption of metrics provided by Data Science team and provide a feedback loop for improvements, adjustments, and key learnings. As time goes on, we want to use more data!
• Develop data pipelines that allow for self-service of programs to ensure there is a 360-degree view of both the customer’s lifecycle as well as Twilio Segment’s programs. Leaders will understand how Twilio Segment is making customers happier at each phase of the customer’s life.
• Program Monitoring Evaluation:
• Design and implement frameworks for monitoring and evaluating the success of programs and initiatives. Provide recommendations on when the business might need to adapt based early results.
• Measure key performance indicators (KPIs) and other metrics to assess the effectiveness of programs and identify areas for improvement. Map company KPIs to programs effectively understanding drivers and actions being taken in QBR.
• Conduct post-implementation reviews to analyze program outcomes and provide feedback for future enhancements.
• Performance Reporting:
• Develop and maintain dashboards and reporting tools that track program performance against established goals.
• Provide regular reports and presentations to senior management, highlighting key insights, trends, and recommendations.
• Ensure that data insights are communicated effectively to stakeholders at all levels of the organization.
• Continuous Improvement:
• Identify opportunities for process improvement and innovation based on data analysis.
• Lead initiatives to enhance data collection, analysis, and reporting processes to support more effective decision-making.
• Promote a culture of continuous improvement by sharing best practices and lessons learned across the organization.
• Cross-Functional Collaboration:
• Work closely with marketing, operations, finance, and other departments to ensure alignment of program goals with business objectives.
• Act as a liaison between data teams and business units to ensure that data insights are actionable and aligned with strategic priorities.
• Risk Management:
• Identify potential risks associated with program implementation and develop mitigation strategies based on data analysis.
• Monitor program risks and adjust strategies as needed to ensure successful outcomes.
• Innovation Technology:
• Stay updated on the latest trends in data analytics, business intelligence, and performance measurement tools.
• Recommend and implement new technologies and methodologies that enhance the organization’s ability to act on data insights.

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:

• Have 10+ years of work experience, with experience at B2B SaaS companies
• BS/MS in a quantitative or technical field
• Expert level SQL skills and dashboarding skills in tools like Looker or Tableau
• Strong grasp of statistical modeling and tools such as Python, DBT, Github, Snowflake, and Segment
• Comfortable diving into large, complex datasets and data systems
• Have strong business acumen and a deep sense of curiosity

Desired:

• At least 4+ years of experience in the Customer Success domain, involved in initiatives focused on growth and retention
• Experience with Gainsight and Salesforce
• Excellent communications skills, with the ability to synthesize, simplify and explain complex problems to different types of audience, including executives

Location

This role will be remote,but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

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 outside of Colorado, California, New York, Washington and Washington D.C.. 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 or Washington D.C.: $180,880.00 - $226,100.00.
• Based in New York, Washington State, or California (outside of the San Francisco Bay area): $191,520.00- $239,400.00.
• Based in the San Francisco Bay area, California: $212,800.00 - $266,000.00
• 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.

Applications for this role are intended to be accepted until August 26, 2024 but may change based on business needs.

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 [email protected].