Sr. Strategy & Operations Analyst, Deal Desk

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.

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Hiring and how we work

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

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as our next Sr. Strategy & Operations Analyst, Deal Desk

About the Job

Twilio is looking for a Senior Strategy & Operations Analyst for the Deal Desk Team to play a key role in supporting sales and deal desk velocity. This is an exciting role for an individual to gain and expand a broad spectrum of cross-functional interactions while leading the implementation of our most critical internal projects. This role partners closely with Finance leadership, Sales, Legal, and Operations to manage our core operational tools, including the global deal model and key performance dashboards. By supporting our AI workflow integrations and handling these system responsibilities, you will help build how Twilio's Deal Desk operates as we scale. The ideal candidate is curious, action-oriented, dedicated, and able to tackle complex analytical challenges by providing data-driven, financially sound, and clearly communicated solutions.

Responsibilities

• Assist leadership in exploring and developing new AI tools to modernize Deal Desk workflows.

• Facilitate automation of our internal tooling by conducting functional testing, managing bug remediation, and supervising system results.

• Assist in troubleshooting bugs, maintaining documentation, and executing on the elements of the roadmap for deal model support.

• Assist with Renewals Reporting management and data gathering for pricing and discounting insights.

• Support the operationalization of the Global Discount Catalog strategy program.

• Partner with the Product and finance teams to establish cleaner cost data and act as the first point of contact for day-to-day cost data hygiene.

• Assist in incorporating specialized deal modeling into Deal Desk workflows, such as resell financial models.

• Take ownership of maintaining and updating dashboards tracking deal velocity, bottleneck stages, and discount trends by sales segment to ensure deal flow and visibility for leadership.

• Create, manage, and update enablement resources and "Deal Playbooks" for our Global Sales Teams.

• Partner with the SFDC and CPQ teams to track enhancements and system updates, ensuring that basic configurations and new products are integrated effectively.

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