Research Operations Specialist (L2)

Join the team as Twilio’s next Research Operations Specialist (L2).

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.

This position is needed to enable Twilio to conduct user research efficiently and effectively. Our team sources, engages and maintains relationships with current and potential customers to understand user needs at scale. We’re focused on delivering the resources, tooling and documentation needs of the Twilio research community to empower productive research. 

As members of the Research Operations team, Research Operations Specialists provide the infrastructure for user engagement research, enabling teams to focus on uncovering user behaviors, needs, and motivations in order to design products and services that provide value.

In this role, you’ll:

• Support end-to-end research studies through user sourcing, participant engagement, and logistics coordination
• Partner with research, design, and product teams on project requirements to communicate status and updates
• Identify pain points and process gaps, iterating on existing systems or developing new solutions
• Engage in proactive pipeline development to enable just-in-time user access by building up groups of research participants over time
• Maintain reliable resources, tools, and documentation to support customer insight discovery
• Understand our customers' journey within research to ensure they have a positive experience with Twilio in this process

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:

• 2+ years of relevant work experience
• Strong interpersonal skills with a proven record of developing connections and successful relationships
• Excellent communication and presentation skills, including an ability to communicate effectively with diverse array of stakeholders
• Proactive and self-directed with an ability to iterate and contribute to establishing best practices
• Solutions oriented, with experience improving processes and/or operations including evaluating and tracking success metrics
• Effective at managing multiple projects and stakeholders while providing timely updates on priorities and progress 

Desired:

• Experience developing recruitment pipeline and/or communities and databases 

This role will be remote, and based in Colombia.

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

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.

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.