Manager, UX Research

See yourself at Twilio

Join the team as our next Manager, UX Research!

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're on a journey to becoming a globally antiracist company that supports diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed because Twilio is growing rapidly and seeking a Manager to be a key leader as part of the UX Research Team. You will be part of a high-energy dynamic group of Managers with diverse backgrounds. We are deeply invested in shaping the experience of Twilio's mission to fuel the future of communications by building communications tools that developers, startups, enterprises, and everyone in between, rely on everyday.

Responsibilities

In this role, you'll:

• Uphold and evolve research best practices. Maintain an extremely high bar for the quality and impact of research.
• Be a customer advocate. Coach your team on how to best navigate a rigorous, customer-informed process to identify and prioritize customer problems and rapidly validate solutions. Be a passionately vocal advocate for the Twilio Customer through all stages of research, design, development, and go-to-market activities.
• Be a proud people manager who empowers others. Enthusiastically help your team hone their research craft. Encourage the sharing of new research methods, approaches, and tools, and invest in professional development. Contribute to and help evolve the UX research community and sense of pride.
• Coach your team on how to break down complex problems, write and test hypotheses, craft success measures, and thoughtfully iterate from "minimal lovable" to mature, best-in-class product experiences.
• BE AN OWNER: Be arm-in-arm with your departmental peers. Communicate and connect with your peers in UX, Product Management, Engineering, and Marketing in order to share learnings, align priorities, and identify opportunities for improvements to process or people.

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:

• 6+ years of industry research experience
• Proven track record of impactful research and leadership that drives great insights and user experiences
• Mastery of a comprehensive toolkit of both qualitative and quantitative research methodologies and ability to come up with creative research solutions as needed
• Experience collecting and analyzing user behavior through survey design, data validation, and experimentation (A/B testing)
• Great storytelling with keen abilities to clearly, concisely, and persuasively communicate findings verbally and in writing
• Strong interpersonal skills with a proven record of solid connections and successful relationships
• Attention to detail, organization, and the ability to simultaneously manage multiple direct reports who all work on different products and/or projects

Desired:

• 2+ years of experience as a people manager
• You've managed teams enough to know how to scale research processes, tools, and the organization of data for optimal sharing and efficiency
• Master's degree in Human Computer Interaction, Cognitive Psychology, Human Factors, Anthropology, Information Science, or in a related field, or an equivalent combination of experience and education

Location

This role will be based in the remote US.

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.

(Location dependent information)

Colorado applicants:

• The estimated pay range for this role, based in Colorado, is $132,928 - $182,776
• Additionally, this role is eligible to participate in Twilio's equity plan.

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. This role is also eligible to participate in Twilio's equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.