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.
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.