Senior GTM Strategic Operations Manager

Twilio; United States; Remote; USD 156,000 - 229,000; Full time

Benefits offered by this job

Health care insurance

401(k) retirement plan

Paid time off

Job summary

Twilio is seeking a Planning Manager to join the Strategic Operations pillar within Sales, Operations and Enablement. You will lead target setting and customer cohorting, aligning segmentation with organizational goals, and driving cross-functional improvements across Sales, Finance, and HR.

The role emphasizes data-driven planning, continuous optimization, and collaboration with senior leadership to set ambitious, achievable North Star targets and improve GTM outcomes.

Qualifications

• 6+ years in sales operations or revenue operations for a CPaaS organization.
• Deep understanding of GTM metrics: productivity, capacity, top of funnel, pipeline.
• Completed 2 rounds of annual planning within a GTM organization.
• Strong analytical skills with proficiency in data manipulation and reporting tools.
• Excellent cross-functional collaboration and communication skills.

Responsibilities

• Strategic Target Setting: Lead the annual and semi-annual target-setting cycles; define targets and develop methodologies across segments.
• Customer Segmentation Strategy: Develop and maintain segmentation to identify growth opportunities using various models.
• Lifecycle Management: Identify tipping points to move customers to higher-value segments.
• Cross-Functional Alignment: Work with Sales and Finance to ensure targets enable broader goals.
• Stakeholder Management: Present target proposals to senior leadership with data-backed narratives.
• Continuous Optimization: Refine the planning process to reduce planning lag and improve projections.

Skills

Sales ops

Revenue ops

GTM metrics

Data analysis

Cross-functional

Education

Bachelor's degree

Tools

Excel

BI tools

CRM

Job description

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

See yourself at Twilio

Join the team as Twilio’s next Senior GTM Strategic Operations Manager.

About the job

Twilio is seeking a Planning Manager to join the Strategic Operations pillar within Sales, Operations and Enablement. We are seeking a data-driven and strategically minded individual to lead our target-setting process and align customer segmentation to organizational objectives. This role is less about managing schedules and more about defining our “North Star”— ensuring our goals are ambitious, data-driven, and achievable.

This individual will help us establish ‘best in class’ practices for target setting and customer cohorting, drive recommendations for change, and execute those changes flawlessly through cross-functional collaboration. They will partner with cross functional leaders in sales, systems and HR to align on and drive operational improvements. The right candidate will have a proven track record of completing multiple cycles of target setting that have led to better outcomes for the GTM function.

Responsibilities

• Strategic Target Setting: Lead the annual and semi-annual target-setting cycles. You will define top-down targets while collaborating with department heads to ensure bottom-up feasibility. You will develop unique target setting methodologies across segments of our business and drive development of targets for each
• Customer Segmentation Strategy: Lead the development and maintenance of customer segmentation to identify growth opportunities by leveraging various segmentation models (e.g. firmographic, propensity to buy, etc)
• Lifecycle Management: Identify the 'tipping points' in the customer journey to help set targets that encourage customer movement from lower-value to higher-value segments
• Cross-Functional Alignment: Work with Sales and Finance to ensure that targets and their underlying methodology will enable Twilio to achieve their broader strategic goals
• Stakeholder Management: Present target proposals to senior leadership, providing data-backed narratives to gain buy-in.
• Continuous Optimization: Refine the planning process to reduce 'planning lag' and improve the accuracy of our projections

Qualifications

• 6+ years of experience in sales operations or revenue operations for a CPaaS organization
• Have deep understanding of the key metrics/levers for a GTM organization (productivity, capacity, top of funnel, pipeline, etc.)
• Completed 2 rounds of annual planning within a GTM organization
• Strong analytical skills with proficiency in data manipulation and reporting tools
• Highly collaborative, with the ability to build strong partnerships with and influence GTM, Finance, and Product teams
• Strong project management and process mapping skills, with the ability to distill complex problems into actionable steps
• Excellent verbal and written communication skills
• Strong interpersonal skills, including active listening; written/verbal communication; and ability to influence/align on priorities

Location

This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect in-person in a meaningful way.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: $155,520 - $194,400.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $164,640 - $205,800.
• Based in the San Francisco Bay area, California: $182,960 - $228,700.

This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Application deadline information

Applications for this role are intended to be accepted until April 30, 2026, but may change based on business needs.

Culture & Values

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.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.