Sr. Engineering Manager, Frontend - Voice & Video Customer Experience (React / Node.js)
Because you belong at Twilio
The Who, What, Where and Why
As Manager of the Voice & Video Customer Experience team, you will lead a team responsible for providing an exceptional experience for our customers in managing and scaling all aspects of their services. This includes customer on-boarding, configuration of services, troubleshooting, as well as optimizing applications using real-time analytics and tools.
- You have experience leading a team as Manager with people responsibilities for at least ten direct reports for at least two years. You are first and foremost a people person who has the ability to attract and motivate top talent. You are curious, collaborative, humble and have empathy as a key trait.
- You are a strategic thinker and thrive operating in broad scope, from conception through continuous operation of 24x7 services. As a pragmatist, you are able to distill complex and ambiguous situations into actionable plans for your team. You are someone who has solved complex problems and have the aptitude to navigate uncharted waters.
- You are a master of agile processes, continuous integration and test automation. Ideally you have completed formal Agile training and have managed a Scrum team.
- You have been a developer yourself with a minimum five years hands-on experience developing and scaling full stack applications. Experience managing engineers in a high technical and complex operations environment is highly desired. Ideally, you have experience in a production Cloud / DevOps environment.
- Lead and grow a team of passionate engineers through their journey to Agile Maturity. Provide support and guidance that enables the team to self-organize and to achieve sustained high velocity and predictability.
- Manage employee career development by providing coaching and mentoring to junior engineers while guiding senior contributors to maximize their potential. Provide continuous performance feedback, collaborate with employees on their objectives and provide a clear path for progression through personal development plans.
- Institute development best practices to ensure the team produces high quality, well architected and supportable code. Lead reviews of architecture design.
- Own, operate and maintain your team’s services. Employ Agile methodologies to continuously deliver value to customers. Institute and maintain a rotating on-call incident escalation and response processes for the team.
- Collaborate on roadmaps with Product Managers, Architects and Tech Leads to ensure the team has clear direction and priorities. Ensure there is cross-training and a healthy balance between features and technical debt.
- Interface with our central design team to ensure consistency across our user experiences.
- Serve as the team’s Scrum Master, breaking down roadblocks as well as managing communications with stakeholders and dependent teams. Create a culture of continuous improvement through retrospection.
- As a member of the Engineering Management team, foster leadership principles and behaviors throughout the organization to groom the next generation of leaders.
- Act as an ambassador for Twilio, recruiting and motivating top talent.
This position can be located in either San Francisco or Mountain View. You should expect the normal perks: catered meals, snacks, game room, ergonomic desks, etc. What you will also get to experience is a company that believes in small teams for maximum impact; that strives to balance work and home life, we know this is a marathon not a sprint; that builds an inclusive culture where we want all of our people to be comfortable and thrive. We seek out people who live by our values, who are challenged by problems, empower others to thrive, people who can draw the owl and not be beholden to one playbook.
Founded in 2008, Twilio has over 1,000 employees, with headquarters in San Francisco and other offices in Bogotá, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore, Tallinn and Prague.
More than 2 million developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, and video by virtualizing the world’s telecommunications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer's toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status.
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