GTM Communications Operations Manager

📋 Description

• • As the GTM Communications Operations Manager at Twilio, you will be instrumental in scaling the critical processes, robust tooling, and insightful reporting that power our go-to-market (GTM) customer communications.
• • You will join the GTM Customer Communications team, a vital part of Twilio’s Corporate Communications organization, dedicated to delivering timely, accurate, and actionable updates to our extensive customer base and internal go-to-market teams.
• • This role is central to ensuring clarity and coordination for essential communications, including developer updates, significant pricing changes, crucial regulatory updates, operational incidents, and other critical moments that demand precise and consistent messaging.
• • Your primary focus will be to ensure these vital updates are delivered with unwavering consistency, exceptional clarity, and at a scale that matches Twilio's global reach and ambition.
• • You will serve as the operational backbone for Twilio's GTM Communications program, taking ownership of the publication and operationalization of key communications such as advisories, blogs, and changelogs.
• • A significant part of your responsibility will involve maintaining and enhancing the underlying systems, standardized templates, and comprehensive governance frameworks that ensure our communications remain consistent, reliable, and scalable across the organization.
• • You will be the custodian of the communications calendar, meticulously planning and managing the schedule to ensure timely delivery and balanced distribution of updates across all programs.
• • Furthermore, you will develop and manage the measurement framework for our communications, enabling the team to track performance effectively, analyze customer feedback, and identify key insights that drive continuous improvement and strategic adjustments.
• • As the team's expert in Airtable and automation, you will manage complex datasets, design user-friendly interfaces, and produce insightful pulse reports that surface meaningful performance metrics and trends.
• • Beyond your immediate team, you will extend your expertise to provide cross-functional support to peers within Corporate Communications, assisting them in designing and maintaining efficient workflows that streamline reporting and operational processes.
• • You will directly manage the operational delivery of both internal and external communications through platforms like Workshop and Twilio SendGrid, acting as the ultimate gatekeeper for quality assurance.
• • This involves performing rigorous Quality Assurance (QA) on all HTML-based campaigns, ensuring technical perfection, flawless rendering, and accurate personalization before deployment.
• • You will leverage cutting-edge AI prompting techniques to streamline content operations, enhance efficiency, and explore innovative ways to improve our communication workflows.
• • Utilizing Google Sheets, you will expertly reorganize, clean, and personalize complex datasets, enabling high-precision audience targeting and personalized communication delivery.
• • This role is ideally suited for a highly organized and detail-oriented professional who thrives at the dynamic intersection of communications strategy and operational execution, ensuring that critical information flows seamlessly and efficiently – truly making sure the "trains run on time."
• • You will be responsible for tracking and reporting on key communication performance metrics, such as open rates, click-through rates (CTRs), and deliverability, to provide actionable insights for ongoing optimization.
• • You will also build and maintain automations designed to streamline existing workflows, reduce manual effort, and significantly improve overall team efficiency and output.
• • Your role will involve collaborating closely with GTM, Product, Marketing, and Support teams to foster strong relationships and streamline cross-departmental collaboration, ensuring alignment and smooth execution of communications.
• • You will be expected to balance multiple deadlines effectively in a fast-paced, dynamic environment, demonstrating strong prioritization skills to manage competing demands.
• • You will deploy HTML-based campaigns in Workshop and SendGrid, ensuring all templates are not only scalable but also accurately formatted and responsive across various devices and email clients.
• • You will analyze customer feedback segmented by communication type, identify emerging trends, and provide data-driven recommendations for improvement by interpreting complex information and exercising sound judgment.
• • You will maintain governance frameworks, standardized templates, and robust approval processes for all communications, ensuring adherence to brand guidelines and operational standards.
• • You will be a key player in fostering a growth mindset within the team, demonstrating openness to feedback and a continuous eagerness to refine skills and processes for optimal performance.