Principal Data Program Manager, Post-Sales

See yourself at Twilio

Join the team as our next Senior Data Program Manager, Post-Sales on Twilio’s Segment Customer Success team.

Who we are & why we’re hiring

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.

About the job

The Data Program Manager is responsible for translating data insights into actionable strategies and measuring the effectiveness of programs based on data-driven metrics. This role bridges the gap between data analytics and business execution, ensuring that data insights are effectively leveraged to optimize performance and drive continuous improvement across the organization. This role will work closely with cross-functional teams to implement initiatives based on data insights and assess their impact on organizational goals. This role both understands the company’s metrics as well the programs that are aimed at improving outcomes. This role is responsible for understanding why each program is occurring and what the expected value is.

Responsibilities

In this role, you’ll:

• Data-Driven Strategy Implementation:
• Work with Sr. Directors and Directors throughout Twilio to frame business opportunities and develop appropriate analytic strategies. Ensure the appropriate analytical techniques are used to solve those business opportunities.
• Collaborate with data scientists, analysts, and business leaders to translate data insights into actionable business strategies.
• Ensure the adoption of metrics provided by Data Science team and provide a feedback loop for improvements, adjustments, and key learnings. As time goes on, we want to use more data!
• Develop data pipelines that allow for self-service of programs to ensure there is a 360-degree view of both the customer’s lifecycle as well as Twilio Segment’s programs. Leaders will understand how Twilio Segment is making customers happier at each phase of the customer’s life.
• Program Monitoring & Evaluation:
• Design and implement frameworks for monitoring and evaluating the success of programs and initiatives. Provide recommendations on when the business might need to adapt based early results.
• Measure key performance indicators (KPIs) and other metrics to assess the effectiveness of programs and identify areas for improvement. Map company KPIs to programs effectively understanding drivers and actions being taken in QBR.
• Conduct post-implementation reviews to analyze program outcomes and provide feedback for future enhancements.
• Performance Reporting:
• Develop and maintain dashboards and reporting tools that track program performance against established goals.
• Provide regular reports and presentations to senior management, highlighting key insights, trends, and recommendations.
• Ensure that data insights are communicated effectively to stakeholders at all levels of the organization.
• Continuous Improvement:
• Identify opportunities for process improvement and innovation based on data analysis.
• Lead initiatives to enhance data collection, analysis, and reporting processes to support more effective decision-making.
• Promote a culture of continuous improvement by sharing best practices and lessons learned across the organization.
• Cross-Functional Collaboration:
• Work closely with marketing, operations, finance, and other departments to ensure alignment of program goals with business objectives.
• Act as a liaison between data teams and business units to ensure that data insights are actionable and aligned with strategic priorities.
• Risk Management:
• Identify potential risks associated with program implementation and develop mitigation strategies based on data analysis.
• Monitor program risks and adjust strategies as needed to ensure successful outcomes.
• Innovation & Technology:
• Stay updated on the latest trends in data analytics, business intelligence, and performance measurement tools.
• Recommend and implement new technologies and methodologies that enhance the organization’s abili