Sr. Manager, Technical Writing & Documentation

See yourself at Twilio

Join the team as our next Sr. Manager, Documentation for Segment

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 globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to lead a team of technical writers as they carry out their mission to challenge and empower Twilio customers and developers to take advantage of our leading CDP and marketing platforms. In this role, you will help the team create productive working relationships with Twilio product teams, keep Twilio’s documentation accurate and up-to-date, and facilitate teamwork and collaboration to help each of your team members perform to their full potential. You will partner with product managers, UX designers, engineers to lead cross-functional projects.

Responsibilities

In this role, you’ll:

• Lead a team of technical writers, who will build content and experiences for the Segment and Twilio Engage products
• Interface with teams inside Twilio to ensure productive relationships with key documentation stakeholders in product development and support
• Use your expertise in the field of documentation and lead by example to empower your team to make great documentation
• Ruthlessly prioritize along with your team to determine where their actions will have the biggest impact
• Measure the results of your work, and clearly communicate those results to senior management
• Own and maintain the Segment Docs publishing platform and workflows

Qualifications 

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:

• Experience leading a team of technical content contributors
• Empathy for software developers as an audience and customer
• Demonstrated ability to work cross-functionally and create productive working relationships with external teams and stakeholders
• Willingness to collaborate asynchronously with a geographically distributed team
• Proven ability to grow and advocate for a diverse team
• Commitment to creating inclusive teamwork practices
• Excellent written and verbal communication skills
• 3+ years people management experience

Desired:

• Experience as a professional software engineer or experience as technical writer for technical/developer products
• Experience in the field of documentation or developer tools
• Experience supporting technical customers
• Experience working in a “docs as code” environment

Location 

This role will be remote, based in the United States.

What We Offer

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.

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!

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