GTM Communications Operations Manager at Twilio

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next GTM Communications Operations Manager and help us scale the processes, tooling, and reporting that keep our communications engine running. GTM Customer Communications is part of Twilio’s Corporate Communications organization and is responsible for delivering timely, accurate, and actionable updates to customers and go-to-market teams. This includes communications tied to developer updates, pricing changes, regulatory changes, incidents, and other operational moments that require clarity and coordination. In this role, you’ll help ensure these updates are delivered consistently, clearly, and at scale. About the job As a GTM Communications Operations Manager, you’ll be the backbone of Twilio’s GTM Communications program. You’ll publish advisories, blogs, and changelogs while maintaining the systems, templates, and governance frameworks that keep our communications consistent and scalable. You will own the communications calendar and measurement framework—helping the team land updates at the right time, track performance, and analyze feedback to flag insights that drive continuous improvement. You’ll serve as the team’s Airtable and automation expert—managing datasets, building interfaces, and producing pulse reports that surface meaningful insights. Beyond our team, you’ll provide cross-functional support across Corporate Communications, helping peers design and maintain workflows that streamline reporting. In addition, you’ll manage the operational delivery of internal and external communications in Workshop and Twilio SendGrid. You will act as the final gatekeeper for quality, performing rigorous QA on HTML-based campaigns to ensure technical perfection. You will also leverage AI prompting to streamline content operations and utilize Google Sheets to reorganize and personalize data for high-precision delivery. This is the perfect role for a professional who thrives at the intersection of communications and operations and loves making sure the "trains run on time". Responsibilities In this role, you’ll: • Publish and operationalize internal and external communications, including advisories, changelogs, and blog posts, ensuring they are flawless. • Act as the final gatekeeper for communication quality, performing exhaustive QA on HTML, links, and personalization within Workshop and SendGrid. • Own the communications calendar to ensure timely delivery and balanced scheduling across all programs. • Maintain governance frameworks, templates, and measurement standards to keep communications consistent and scalable. • Analyze customer feedback by communication type, flag trends, and recommend improvements by interpreting information and exercising judgment. • Manage and optimize the GTM Comms Airtable, including datasets, interfaces, and pulse reports that surface meaningful performance insights. • Utilize Google Sheets to reorganize, clean, and personalize complex datasets for high-precision audience targeting. • Integrate AI and prompting into workflows to streamline content operations and improve team efficiency. • Provide cross-functional support to Corporate Communications teams for Airtable and tooling design. • Deploy HTML-based campaigns in Workshop and SendGrid, ensuring all templates are scalable and accurately formatted. • Track and report on comms performance metrics (open rates, CTRs, deliverability) to surface insights for continuous improvement. • Build and maintain automations that streamline workflows and improve team efficiency. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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: • 5+ years of experience in communications operations, program management, or a related field (bonus if in SaaS/tech). • Strong organizational skills with the ability to manage multiple projects and deadlines independently. • Strong proficiency with Airtable, including base design, interfaces, dashboards, and reporting. • Obsessive attention to detail; serving as the final line of defense for accuracy in all outgoing communications. • Experience setting up and deploying HTML-based campaigns in Twilio SendGrid (or similar ESPs). • Analytical thinker with experience interpreting performance data and feedback to inform continuous improvement. • Skilled in Google Docs, Sheets, and Slides for documentation, reporting, and presentations. • Excellent communication skills, with the ability to articulate complex operational processes to cross-functional peers. • Growth mindset with openness to feedback and eagerness to continuously refine skills and processes. • Ability to follow and enforce governance frameworks, templates, and approval processes for communications. • Familiarity with AI tools and the ability to use prompting to enhance operational output. Desired: • Experience building relationships across GTM, Product, Marketing, and Support teams to streamline cross-departmental collaboration. • Comfortable balancing multiple deadlines in a fast-paced environment; strong prioritization skills. • Passion for technology and innovation, with a commitment to Twilio’s core values. • Ability to work independently with minimal oversight, while escalating issues constructively when needed. • Willingness to flex hours to support urgent customer communications or global time zones. Location This role will be remote and based in Ontario, British Columbia or Alberta, Canada. Travel 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. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off. The estimated pay ranges for this role are as follows: • $90,800 - $113,500 CAD. • Target Bonus Percentage 12.5% The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic 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. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.