• Lead the annual and semi-annual target-setting cycles • Define top-down targets while collaborating with department heads • Develop unique target setting methodologies across segments of our business • Lead the development and maintenance of customer segmentation to identify growth opportunities • Identify the 'tipping points' in the customer journey • Work with Sales and Finance to ensure targets enable Twilio to achieve broader strategic goals • Present target proposals to senior leadership • Refine the planning process to reduce 'planning lag' and improve accuracy of projections

• Ensure the continuous, stable, and reliable operation of message deliveries (SMS, WhatsApp, RCS, and other channels). • Monitor operational performance, including delivery rate, latency, failures, and bottlenecks. • Proactively and reactively address critical incidents. • Create and maintain daily, weekly, and monthly operational monitoring routines. • Oversee active client operations, ensuring quality, SLA compliance, and performance. • Serve as the focal point for complex operational issues. • Collaborate with Support/CX to resolve problems and improve the customer experience. • Support retention and account expansion strategies through operational excellence. • Define, track, and evolve messaging KPIs, such as delivery rate, latency, errors, performance by provider/channel, and operational SLA. • Create dashboards and management reports for leadership. • Generate strategic insights to drive continuous operational improvement and product evolution. • Manage messaging vendors, assessing technical performance, quality, cost, and reliability. • Develop new routes and vendors to reduce costs, increase reliability, and provide operational redundancy. • Lead technical and operational negotiations with strategic partners. • Lead and structure the support and CX team’s activities. • Define processes, workflows, SLAs, and service standards. • Ensure alignment between operations and customer experience. • Evolve support from a reactive model to a proactive, data-driven model. • Document critical processes and create operational, incident, and escalation playbooks. • Support the professionalization of operations, promoting scalability and sustainable growth. • Ensure governance practices that guarantee operational reliability, predictability, and quality.

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description We are seeking a detail-oriented and analytical Operations Analyst to join our client's team (an industry-leading, VC-backed B2B healthcare startup creating an AI voice call center agent for clinics) and play a crucial role in their daily call analysis and reporting processes. This startup has raised over $100M in venture capital funding and has quickly become a leader in their industry. As an Operations Analyst, you will be responsible for: - Reviewing customer calls, identifying issues and trends, and preparing comprehensive reports for both internal teams and clients. - Maintaining service quality and driving continuous improvement in operations. - Working closely with various departments, including customer service, quality assurance, and product development. Qualifications - Bachelor's degree in Business Administration, Data Analytics, or related field - 4+ years of experience in operations, quality assurance, or customer service / call center environments - Experience with call center operations or customer service metrics, knowledge of healthcare-specific terminology, and experience in developing and delivering training programs (Bonus) - Proficiency in data analysis tools (e.g., Excel, Google Sheets, SQL) - Detail-oriented with a keen eye for identifying patterns and anomalies in data - Strong analytical skills with the ability to interpret complex data and derive actionable insights - Incredibly disciplined and productive, able to maintain high output even when handling seemingly mundane tasks - Excellent written and verbal communication skills - Ability to manage time effectively and meet daily reporting deadlines - Strong problem-solving skills and a proactive approach to addressing issues - Previous experience working the overnight/graveyard shift - Nice-to-have: experience with Gmail, Slack, Notion Requirements - Analyze customer calls for quality, compliance, and issue identification - Prepare detailed reports on call performance, trends, and areas for improvement - Communicate findings to internal teams and clients through well-structured reports - Collaborate with the quality assurance team to develop and refine call evaluation criteria - Identify opportunities for improvement and efficiency gains in our technology - Assist in the creation and maintenance of dashboards for real-time performance monitoring - Contribute to the continuous improvement of our call analysis and reporting tools and methodologies - Perform ad hoc administrative, business operations, and special project tasks as needed Benefits - Competitive pay, always in US dollars - Work remotely from the comfort of your home - Health & wellness benefit - Paid holidays and time off - Performance and referral bonuses - Global exposure to the world’s best companies

This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more. Role Description Our organization is continuing to grow our remote team and is seeking individuals who thrive assisting clients while managing a variety of tasks. In this role, you will help coordinate reservations and related arrangements such as lodging, activities, transportation, and event-related services. This role is ideal for those who are organized, communicate clearly, and are comfortable working independently in a remote setting while staying connected with a collaborative team. - Support clients by organizing and coordinating customized service arrangements - Research and review available options to match client needs and preferences - Secure and verify reservations to ensure details are accurate - Maintain professional communication through phone and email - Assist with schedule updates, adjustments, and general service inquiries - Keep client information and documentation organized and up to date - Participate in training sessions Qualifications - Authorized to work in the United States, United Kingdom, Mexico, Australia, or Spain - Must be at least 18 years of age - Strong written and verbal communication skills in English - Reliable internet access and smartphone (computer highly recommended) - Previous customer service experience is beneficial but not required Benefits - Fully remote setting - Flexible scheduling - Ongoing training and learning resources - Supportive team culture Company Description