Workplace Operations Manager, Amer

Twilio Inc. San Francisco , CA 94102

Posted 6 months ago

Because you belong at Twilio

The Who, What, Why and Where

As the Workplace Operations Manager, AMER, nurturing a collaborative and supportive team environment across the globe, with a focus on excellence in customer service delivery, is the number one priority. This role is ultimately responsible for planning and executing leveled-up service delivery to every Twilio location in the Americas.


Twilio is looking for a proven leader committed to delivering with integrity, transparency, and quality

  • 5+ years leading a team with direct reports at a fast-growing organization, ideally in a tech

  • 7+ years of experience in Workplace and/or Facilities Management

  • Experience hiring, managing, and building a team

  • Deep understanding of how office environments affect culture, productivity, and retention

  • Proven ability to demonstrate a drive for results and accountability of business needs

  • Proven ability to work in an ambiguous environment and collaborate across multiple areas in order to achieve a common business objective

  • Experience with collaboration tools (e.g. Confluence)


As the Workplace Operations Manager, AMER, you will:

  • Manage service delivery of Workplace Services, Reception, Corporate Hospitality, Mailroom, Print Centre and Wellness Centre

  • Support, develop and coach a multi-site team, providing learning opportunities

  • Supplier contract management, including creating national agreements. Effectively manage suppliers to achieve contracted SLA's and KPI's

  • Develop new policies, refine existing, communicate them and have the team execute against them

  • Monitor customer perception and satisfaction ensuring we are exceeding expectations

  • Act as a contributor and collaborator on office build outs and tenant improvement projects, working with Global Workplace Operations, Design & Construction, vendors and contractors

  • Promote and support diversity

  • Develop process and system improvements to continually raise the bar of execution

  • Create an environment where people management and development is of the highest priority

  • Lead via a lens of creating internal customer satisfaction as a constant goal

  • Proactively identify facility opportunities, issues and risks


The Real Estate and Workplace team is central to Twilio's continued growth. We work closely with senior leadership to guide the company's integrated workforce and workplace strategy. We lead all aspects of identifying, evaluating, and executing real estate transactions, design and construction, and ongoing office operations that keep Twilions productive and energized.


This position will be located in our office in San Francisco. You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday dinners, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers' experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

About Us

Founded in 2008, Twilio has over 1,000 employees, with headquarters in San Francisco and other offices in Bogot, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore, and Tallinn.

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 and operate in compliance with the San Francisco Fair Chance Ordinance.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Workplace Operations Manager


Posted 2 days ago

VIEW JOBS 10/13/2019 12:00:00 AM 2020-01-11T00:00 Job Description Zendesk is looking for an experienced, dynamic Workplace Operations Manager to add to our incredible San Francisco Workplace Experience team. You're agile and flexible, able to consistently demonstrate proactive strategic thinking in a fast-paced, high-growth, ever-changing environment. You enjoy solving tough problems and are excited to roll up your sleeves and innovate. You are a clear and direct communicator who always has time to support your team. Oh, and a great attitude and sense of humor is a must! Primary Responsibilities: * Coordinate and run all office services for our SF campus, including: Lease compliance, food and beverage, office equipment, moves, space planning, supplies, janitorial, assets tracking, repairs and maintenance * Ensure an outstanding workplace experience for 1,000+ local employees (and growing!) * Management and development of local Workplace Operations team * Act as primary contact with landlord and site management; Ensure lease compliance * Reliable first point of contact for building emergencies such as plumbing, air conditioning, building health, etc. * Manage tickets (work requests), ensuring timely responses and a very high level of customer service * Own process & procedure creation and review, ensuring scalability through growth * Partner with global peers and other departments within the company to ensure consistency of brand and culture among offices * Handle office budgets and invoice review * Act as a consultant, facilitator and collaborator on office build outs and upgrades, working with the Director of Real Estate, AMER Workplace Experience Manager, vendors, contractors, architects, designers and project managers Requirements: * 5+ years office management experience with an emphasis on facilities and property management * 3+ years experience leading and growing a team * Strong commitment to achieving an extraordinarily high level of customer service * Proven project management and strategic planning experience and skills * Exemplary communication skills, with the ability to build relationships and communicate effectively with employees at all levels of the organization * Calm under pressure, managing multiple competing priorities and constantly re-prioritizing in a fast-paced, ever-changing environment * Accountable, resourceful and proactive * Positive, empathetic team player and leader * Confident creating and delivering presentations to employees at all levels of the organization, including all-company meetings * Quickly able to learn new technology, programs and skills * Capable of standing for 4+ hours a day and lifting items up to 20 pounds Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products. Based in San Francisco, Zendesk has operations in the United States, Europe, Asia, Australia, and South America. Interested in knowing what we do in the community? Check out the Zendesk Neighbor Foundation to learn more about how we engage with, and provide support to, our local communities. Zendesk is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity & inclusion in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law. By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes. Zendesk's Candidate Privacy Notice explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk's use of your personal information. Zendesk San Francisco CA

Workplace Operations Manager, Amer

Twilio Inc.