Channels Operations Manager M2

As a Channels Operations Manager M2 at Twilio, you will be responsible for overseeing the entire onboarding process for WhatsApp. This involves managing workflows, ensuring compliance, and optimizing customer experiences. You will lead a team, collaborating closely with various internal teams and external partners to streamline operations and tackle challenges.

To be considered for the Channels Operations Manager M2 position at Twilio, you should have at least 5 years of experience in onboarding operations, specifically with WhatsApp. Leadership experience managing a team of 3 or more is essential, alongside expertise in project management and data analytics. Familiarity with tools like JIRA and Zendesk is also beneficial.

Twilio is committed to supporting its employees with a range of benefits, including competitive pay, generous time-off, healthcare options, and retirement savings programs. The company promotes a culture of inclusion and encourages career development, ensuring that employees have the resources they need to succeed.

The work culture at Twilio emphasizes remote-first collaboration, diversity, and inclusion. As a Channels Operations Manager M2, you’ll be part of a vibrant team where creativity and initiative thrive. Twilio values the unique contributions of each employee and fosters an environment where everyone can do their best work.

In this role, the onboarding process involves overseeing the end-to-end experience for WhatsApp, addressing complex customer requests, and ensuring adherence to Meta’s requirements. You will work to eliminate bottlenecks, enhance compliance, and continuously optimize the onboarding workflows to ensure a smooth customer experience.

In answering this question, highlight specific experiences that showcase your proficiency in onboarding operations with WhatsApp. Discuss any metrics you’ve improved or processes you've optimized, emphasizing your understanding of Meta’s requirements.

Describe your approach to project management, focusing on strategies you use to prioritize tasks, effectively allocate resources, and meet deadlines. Tools or methodologies like Agile or JIRA can be mentioned to demonstrate your organized approach.

Discuss your experience with compliance in onboarding operations. Be specific about how you’ve conducted audits, trained teams on compliance standards, and utilized data analytics to identify areas for improvement.

Use the STAR method (Situation, Task, Action, Result) to articulate your response. Focus on the challenge you faced, the steps you took to improve the process, and the positive results that followed.

Illustrate your communication strategies, perhaps sharing platforms or practices that have helped you stay aligned with Product, Engineering, and external partners. Emphasize your adaptability and inclusivity in collaboration.

Explain how you utilize data analytics to inform your decisions. Provide examples of key metrics you track and how they’ve influenced your strategies for optimizing the onboarding experience.

Detail your approach to managing complex requests, emphasizing how you integrate team collaboration and customer feedback to resolve issues quickly and effectively.

Mention specific tools such as JIRA or Trello, and explain how you’ve leveraged them in your past roles to enhance project visibility, task assignment, and team productivity in onboarding operations.

Discuss methods you use to keep abreast of industry trends, such as attending webinars, participating in forums, or following relevant publications. Highlight your commitment to lifelong learning in your field.

Express your enthusiasm for Twilio’s mission and culture, and connect your skills and values to the opportunities and challenges presented in the Channels Operations Manager M2 role. Share what excites you the most about joining Twilio.