Manager, UX Research Operations

Remote - US

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Twilio

Posted 1 month ago

Because you belong at Twilio.

The Who, What, Why and Where

Twilio is growing rapidly and seeking a Manager, UX Research Operations to be a key member of the UX Research Team leadership and manage a team of 4-6 UX Research Coordinators. You will be part of a high-energy dynamic group of individuals with a diverse set of 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 every day.

Who?

Twilio is looking for a UX Research Operations Manager who has:

  • 6+ years of experience in operations-related role; an ideal candidate will have 2+ years of experience as a people manager
  • Crafted, implemented, and owned operational processes for participant recruitment, scheduling, tracking and insights, and compensation.
  • Effectively managed a budget for vendors, tooling, and participant incentives
  • Attention to detail, organization, and the ability to simultaneously manage multiple direct reports who all work on different products and/or projects
  • A track record of optimizing systems and processes
  • Strong interpersonal skills with a proven record of solid connections and successful relationships
  • Keen abilities to clearly, concisely, and persuasively communicate findings verbally and in writing

What?

As a Manager, UX Research, you will live the Twilio Magic values:

  • Don’t Settle: Champion a culture of continual improvement and enhancement to our research practice, utilizing data and feedback to inform optimization.
  • Wear the Customer’s Shoes: Make it faster and easier for Twilions who want to learn from our customers. Schedule, communicate and manage logistics in order to create a high trust and professional customer/participant experience.
  • Empower Others and Be Inclusive: Be a proud people manager by developing the skills of your team and creating an inclusive environment.
  • Ruthlessly Prioritize: Create an approach to project intake, prioritization, and delivery that is efficient, sustainable to the team, and responsive to business needs.
  • Be an Owner: Ensure consistent tools, processes and other operational elements are aligned and consistent across all areas of the UX Research organization. Establish a systematic framework for managing incoming projects and ensure the team is properly resourced. Interface with Legal, Security, and Procurement teams to onboard and pay vendors.
  • Be Bold: Set the foundation for the research operations discipline and build the function to support a rapidly scaling user research organization.

Why?

The UX Research Team is a critical partner to the business, enabling the company to conduct customer research effectively. Uncovering user behaviors, needs, and motivations in order to design products and services that provide value is crucial to user experience research and design.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed, and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion, and innovation, and we want you and your ideas to thrive at Twilio.

Where?

This position is a remote role and can be performed from most locations across North America. If you prefer a physical office it can also be located in our beautiful office at 1801 California St. in Denver, CO. We’re very flexible and have a strong remote working culture.

Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience 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 that empowers everyone to do their best work and be the best version of themselves.

About Us

Millions of 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, video and email by virtualizing the world’s communications 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. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

In accordance with applicable law, the following represents Twilio's reasonable estimate of the range of possible compensation for this role if hired in Colorado. Please note that this information is provided for those hired in Colorado only, and this role is open to candidates outside of Colorado as well. 

Salary:

Denver/Boulder Metro:

Salary Range: $99,840 - $137,280

Rest of Colorado:

Salary Range: $87,369 - $120,120

Sales Commission: Additionally, this role is eligible to earn commissions and eligible to participate in Twilio's equity plan.

Non Sales: Additionally, this role is eligible to participate in Twilio's equity plan.

An overview of Twilio’s benefits offered is listed below:

Twilio is committed to delivering a comprehensive benefits program that provides support needed for you and your loved ones. It’s likely that you don’t think about benefits every day; however, they are an important component of your total compensation, and we want you to understand the options available to you so that you can make the most of your benefit dollars.  At the time of this posting, this role is eligible to participate in the following benefits, which Twilio reserves the right to modify at any time for any reason in accordance with applicable law:

Healthcare Insurance and Leave

  • Prescription Drug
  • Dental
  • Vision 
  • Flexible Spending and Health Savings Accounts
  • Leave programs for all of life’s moments: maternity, parental/bonding, as well medical leave to care for yourself or a loved one

Financial Benefits

  • Short and Long Term Disability Insurance
  • Life and Accidental Death & Dismemberment Insurance
  • 401(k) Retirement Savings Plan with a match

Reimbursement Programs & Stipends

  • $65 per month work-from-home stipend
  • Up to $50 per month for wellness expenses and activities
  • Up to $30 per month to use towards books/eBooks

 

Job tags: Research User experience User research UX research
Job region(s): North America Remote/Anywhere
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