Senior Manager, Business Applications Support

Twilio

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 Manager, Technical Support About the job This position is needed to lead one of Twilio's Customer Support teams in IN. In this role, you’ll help us scale and grow to deliver an extraordinary customer experience for Twilio customers and internal Twilions.  We are looking for a people-person who’s passionate about delighting customers, mentoring and developing staff, learning about new and challenging subjects, and helping us improve processes and procedures. This role joins a fast-growing team of managers leading our global Voice Segment Platform Applications(VSPA)  Customer Support teams, specifically our IN team. Reporting to the VSPA Senior Manager, this position is essential in supporting Twilio's continuing growth initiatives. Responsibilities In this role, you’ll: Customer Service & Operational Excellence * Ensure excellent partner and customer satisfaction, consistently meeting or exceeding operational KPIs such as Agent CSAT, Time To Solve, SLA adherence, schedule adherence, shrinkage, and backlog management. * Own weekly DSAT reviews, ticket analysis, and coaching feedback loops to improve customer satisfaction. * Implement and optimize support processes to improve efficiency, reduce resolution times, and enhance the overall customer experience. Team Leadership & Development * Directly manage a team of Technical Support Engineers, ensuring high levels of engagement, motivation, and performance. * Develop and execute career growth plans for team members, providing regular coaching, mentoring, and performance feedback. * Drive accountability among direct reports, leveraging tooling & reports to monitor and improve key performance metrics. Escalation & Incident Management * Lead internal and external escalations, including Support Duty Manager (SDM) escalations, ensuring rapid issue resolution and effective root cause analysis (RCA). * Collaborate with cross-functional teams to implement betterment plans for recurring issues. * Respond swiftly to critical customer needs, including high-impact and high-priority cases, ensuring proactive communication and resolution strategies. Process Improvement & Strategy * Identify opportunities to optimize customer support workflows, leveraging data-driven insights from tools such as Tableau, Looker, and Zendesk. * Partner with other managers and business stakeholders to improve support processes and enhance customer experience. * Contribute to strategic discussions regarding scaling operations, automation, and efficiency initiatives. Hiring & Workforce Planning * Participate in hiring and onboarding new Technical Support Engineers, ensuring the team is staffed with top talent. * Work with Workforce Management (WFM) teams to plan scheduling, staffing, and adherence to operational requirements. Cross-functional Collaboration * Partner with internal key stakeholder teams to enhance the customer experience and escalate product-related concerns effectively. * Collaborate with internal stakeholders to surface key insights on customer needs, support trends, and operational challenges. Qualifications  Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required: * 10+ Years of relevant experience of which minimum 4+ years in people management. * Strong knowledge of Java, SQL, RESTful technology, previous work with APIs and ability to understand and troubleshoot issues with cloud solutions. * Ability to put yourself in the customer’s shoes and demonstrate your dedication to the customer experience through people management, coaching and performance management for supporting employee experience * Experience being inclusive, while working with team members in different geographic locations and time zones * Learning mindset, ability to learn new things, be curious and build internal and external relevant knowledge * Demonstrated ability to identify process and team improvements, innovation and “Drawing the Owl” to creatively solve problems and allow your team to operate at scale * Have proven documentation ability to “write it down” to create and curate internal and external documentation * Have Strong English written and verbal communication skills Desired: * Understanding and experience with AI related tools. * Strong commercial acumen with the ability to identify expansion opportunities through customer interactions. * Proven ability to design and implement large scale transformation initiatives, operating models, or support strategies that drive business outcomes. Location This role will be remote, and based in India (Delhi, Karnataka, Maharashtra, Telangana, Tamil Nadu) Travel  We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. 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. 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. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. 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.

ABB AB

At ABB, we help industries run leaner and cleaner—and every person here makes that happen. You’ll be empowered to lead, supported to grow, and proud of the impact we create together. Join us and help run what runs the world. This position reports to: Finance Manager. Your role and responsibilities Join ABB Force Measurement, a global leader delivering advanced solutions to the metals and paper industries. As part of our Tools Team within the Project Management Office, you will play a key role in driving digitalization and automation initiatives that support our engineering and business processes. This is a great opportunity for someone who enjoys combining project management, technical problem-solving, and continuous improvement in a global industrial environment. In this role, you will: Lead and deliver digital tools and automation projects, from concept to implementation. Drive integrations between engineering systems, ERP platforms, and other business-critical applications. Improve and automate processes that support product design, order handling, and operational efficiency. Collaborate with engineers, project managers, and business stakeholders to identify needs and deliver effective solutions. Manage project plans, priorities, and deliveries using Agile and/or traditional project methodologies. Communicate project progress, technical solutions, and risks to stakeholders at different levels of the organization. Provide training and support to users of new tools and automated solutions. Support the Senior Tools Manager in driving digital transformation initiatives across the organization. The position is based in Västerås, Sweden, and includes the possibility to work remotely according to ABB’s hybrid working model. Your background We're looking for a proactive and collaborative professional who enjoys improving processes and driving change through technology. You will ideally bring: A Master's or Bachelor's degree in Engineering, Computer Science, Information Technology, Project Management, or a related field. Experience in project management and/or digitalization, automation, or engineering system initiatives. Good understanding of Agile and Waterfall project delivery methodologies. Experience working with ERP systems (such as SAP) or Product Lifecycle Management (PLM/PDM) tools; knowledge of Siemens NX is an advantage. An interest in manufacturing, industrial processes, or engineering environments. Strong communication and stakeholder management skills, with the ability to translate business needs into practical solutions. Fluency in English; Swedish is beneficial but not required. More about us Recruiting Manager, Frank H. Hufnagel (frank.h.hufnagel@de.abb.com) will answer your questions. Union representatives - Sveriges Ingenjörer: Johan Halling 072-461 25 17, Ledarna: Olof Kvensler 070-588 91 52, Unionen: Pär Ångbäck 070-636 07 04. Any other questions please contact Talent Partner Irma Leijon. Please submit your application in English. Building a cleaner, smarter future takes all kinds of minds: the curious, the courageous, and the creative. That's why we welcome people from all backgrounds and experiences. Ready to make an impact? Apply today or visit https://www.abb.com to learn more about the impact of our solutions across the globe.

Zscaler

About Zscaler Zscaler accelerates digital transformation to ensure our customers can be more agile, efficient, resilient, and secure. As an AI-forward enterprise, we are constantly pushing the envelope, leveraging the world’s largest security data lake to power our cloud-native Zero Trust Exchange platform. This innovation protects our customers from cyberattacks and data loss by securely connecting users, devices, and applications in any location. Here, impact in your role matters more than title and trust is built on results. We say, impact over activity. We seek innovators who actively use AI to amplify their impact and who thrive in an environment where we leverage intelligent systems to stay ahead of evolving threats. We believe in transparency and value constructive, honest debate—we’re focused on getting to the best ideas, faster. We build high-performing teams that can make an impact quickly and with high quality. To do this, we are building a culture of execution centered on customer obsession, collaboration, ownership, and accountability. We value high-impact, high-accountability with a sense of urgency where you’re enabled to do your best work and embrace your potential. If you’re driven by purpose, thrive on solving complex challenges, and want to be part of the team that’s helping to secure the AI age, we invite you to bring your talents to Zscaler and help shape the future of cybersecurity. Role   We are looking for a Channel Sales Leader to join our Alliances & Channels team. This is a role reporting directly to the Sr. Director, Alliances and Channels, Japan. In this role, you will be at the forefront of driving our partner ecosystem—aligning our channel strategy with corporate goals, empowering a high-performing team, and enabling our partners to successfully position the Zscaler portfolio. You will act as a key strategic leader, working closely with field sales and focused partners to expand capabilities, reduce channel friction, and deliver consistent, incremental business growth across Japan. WHAT YOU’LL DO (ROLE EXPECTATIONS) * Drive Channel Strategy: Develop, manage, and execute a robust, creative, and highly effective channel strategy and go-to-market plan aligned to regional growth priorities with our sales leadership. * Lead & Mentor: Lead and mentor the regional channel sales team in the development of territory channel plans alongside local sales teams, ensuring concrete action plans and a regular cadence of performance reviews. * Build Executive Relationships: Develop and drive deep engagement through highly successful relationships with key channel partners at the senior management and executive levels. * Accelerate Pipeline & Revenue: Drive partner-sourced and partner-influenced pipeline and revenue growth through joint go-to-market initiatives and targeted sales plays with focused partners. * Optimize Partner Coverage: Partner with local channel sales teams to analyze partner coverage across Japan, identify whitespace or gaps, support strategic recruitment, and drive enablement. * Evangelize Best Practices & Reduce Friction: Set and drive channel best practices, remaining sensitive to local market specifics. Implement strategies to reduce friction in the Japan sales channel and continually increase the ease of doing business with Zscaler. * Enable the Channel: Empower the partner community to sell Zscaler solutions across the entire portfolio, expanding partner capability through solution positioning, certified resources, and business-value messaging. * Execute Marketing & Value Propositions: Plan, develop, and execute strategic marketing initiatives. Play a pivotal role in creating executive-level Zscaler value propositions for target partners and developing localized channel sales collateral. * Track, Measure, & Report Success: Establish, implement, and evaluate key channel metrics to measure performance (revenue, pipeline growth, product mix). Present Japan channel sales performance and business results through quarterly business reviews (QBRs), accurate forecasting, and management reports. WHO YOU ARE (SUCCESS PROFILE) * You Act Like an Owner: Your passion for the mission fuels your bias for action. You bring a strategic mindset paired with a proven ability to develop, execute, and deliver on defined business plans. You operate with unwavering personal integrity because you genuinely care about the outcome. * You Are a High-Trust Collaborator: You are ambitious for the team, not just yourself. You have exceptional cross-functional leadership skills and thrive in matrix-managed organizations. You embrace our challenge culture by giving and receiving ongoing feedback to build consensus and earn trust across internal teams and partner organizations. * You Are Customer-Obsessed: You build deep empathy for both internal sales teams and external partners. You anchor your decisions in solving real-world problems and reducing channel friction, knowing that partner success directly translates to customer success. * You Are a Pragmatic Builder: You are agile, independent, and accustomed to delivering results in a fast-paced environment. You prioritize effectively, exercise excellent judgment when resolving difficult issues, and balance high-level strategy with hands-on execution. * You Think at Scale: You connect your day-to-day regional channel initiatives to the larger company mission. You build partner solutions, processes, and teams that are not just effective today, but are built to last and support a high-growth, global cloud-security organization. WHAT WE’RE LOOKING FOR (MINIMUM QUALIFICATIONS) * 12+ years of extensive experience in channel sales, partner management, alliances, or ecosystem development within cybersecurity, cloud, networking, or enterprise software. * Proven people leadership experience with a track record of success in leading, mentoring, and growing successful channel sales teams in Japan. * Demonstrated success driving partner pipeline, revenue contribution, and executing strategic partner business plans using clear metrics and an operating cadence. * Strong network and understanding of the partner ecosystem, distribution models, and key channel players across Japan. * Executive Presence: Proven ability to engage, influence, and form strategic partnerships with executive stakeholders, sales leaders, and technical teams within partner organizations. WHAT WILL MAKE YOU STAND OUT (PREFERRED QUALIFICATIONS) * Bilingual Fluency: Business-level proficiency in both written and spoken English and Japanese. * Domain Expertise: Deep understanding of cloud security, Zero Trust architecture, SASE, data protection, and secure AI adoption trends. * Value-Based Selling: Demonstrated ability to connect complex cloud technology solutions directly to high-level customer business outcomes and deliver impact quickly.   #LI-JK3 #LI-Hybrid   At Zscaler, we are committed to building a team that reflects the communities we serve and the customers we work with. We foster an inclusive environment that values all backgrounds and perspectives, emphasizing collaboration and belonging. Join us in our mission to make doing business seamless and secure. Our Benefits program is one of the most important ways we support our employees. Zscaler proudly offers comprehensive and inclusive benefits to meet the diverse needs of our employees and their families throughout their life stages, including: * Various health plans * Time off plans for vacation and sick time * Parental leave options * Retirement options * Education reimbursement * In-office perks, and more! Learn more about Zscaler's hybrid working model and benefits here. By applying for this role, you adhere to applicable laws, regulations, and Zscaler policies, including those related to security and privacy standards and guidelines. Zscaler is committed to providing equal employment opportunities to all individuals. We strive to create a workplace where employees are treated with respect and have the chance to succeed. All qualified applicants will be considered for employment without regard to race, color, religion, sex (including pregnancy or related medical conditions), age, national origin, sexual orientation, gender identity or expression, genetic information, disability status, protected veteran status, or any other characteristic protected by federal, state, or local laws. See more information by clicking on the Know Your Rights: Workplace Discrimination is Illegal link. Pay Transparency Zscaler complies with all applicable federal, state, and local pay transparency rules. Zscaler is committed to providing reasonable support (called accommodations or adjustments) in our recruiting processes for candidates who are differently abled, have long term conditions, mental health conditions or sincerely held religious beliefs, or who are neurodivergent or require pregnancy-related support.