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Customer Communications Manager

Customer Communications Manager at Twilio, remote in Canada.
Twilio
Remote
Canada
USD 64,829 - 81,018
CAD 88,900 - 111,100
Job Description
Twilio is seeking a Customer Communications Manager to craft clear and informative advisories for its users. This role involves collaborating with product, support, and operations teams to deliver impactful communications regarding product updates and urgent incidents. The Customer Communications Manager will also improve processes, strengthen team coordination, and contribute to scalable systems for tracking and reporting.

Responsibilities:
  • Plan, draft, and deliver customer-facing advisories.
  • Manage the end-to-end delivery of routine and complex advisories.
  • Own project timelines and serve as a central point of contact.
  • Juggle multiple concurrent communications, prioritizing effectively.
  • Review content for accuracy, readability, and tone.
  • Track the effectiveness of advisories and recommend improvements.
  • Pitch in on evolving internal processes and tools.
  • Build strong, collaborative relationships across teams.

Requirements:
  • 5+ years of experience in internal or external communications (preferably in tech).
  • Bachelor's degree.
  • Strong written and verbal communication skills.
  • Strong organizational, time-management, and attention-to-detail skills.
  • Experience collaborating across teams and functions.
  • Growth mindset and openness to feedback.
  • Comfortable navigating ambiguity.
  • Experience with Twilio SendGrid (or similar platforms).
  • Basic familiarity with content management systems.
  • Skilled in using Google Docs, Sheets, and Slides.

What Twilio Offers:
  • Competitive pay.
  • Generous time off.
  • Ample parental and wellness leave.
  • Healthcare.
  • A retirement savings program.
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Twilio

Twilio is a company that shapes the future of communications through innovative solutions provided to businesses worldwide. It empowers developers to craft personalized customer experiences. With a strong focus on remote work and a culture of global inclusion, Twilio fosters a vibrant, diverse team that makes a global impact. The company values personal and professional growth, encouraging employees to acquire new skills and experiences.

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