Learning and Experience Manager - R&D ID-22183
See yourself at Twilio
Join the team in Twilio’s R&D organization as our new Learning and Experience Manager, reporting into the Director, R&D, Learning and Development.
About the job
Twilio is the world’s leading customer engagement platform empowering developers to build modern communication applications and experiences. Twilio’s R&D team is looking for their Learning Experience Manager (Content Development & Instructional Design) on the Learning and Development team to create engaging, interactive, and effective learning experiences that empower Twilio’s R&D organization with the knowledge they need to succeed.
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This role will focus on content development and instructional design, ensuring that complex topics are transformed into structured, impactful learning materials. The ideal candidate will apply best practices in instructional design, leverage multimedia and gamification strategies, and work closely with subject matter experts (SMEs) to design high-quality learning experiences specific to R&D functions. Success in this role will be measured by learner engagement, feedback, and the adoption of training programs, fostering a culture of continuous learning and innovation. Be part of a forward-thinking organization that values innovation and employee growth, where you have the opportunity to contribute directly to the learning culture and support meaningful change across Twilio’s R&D organization.
You will be partnering and collaborating with a variety of stakeholders from Product, Engineering, Operations, central L&D, and Human Resources to craft a thoughtful design and contribute to comprehensive learning initiatives within Twilio’s R&D organization. If you are excited about building and contributing to a high-performing L&D team within Product Operations, this is the opportunity for you.
Responsibilities
In this role, you’ll be responsible for:
- Creates Engaging Learning Content – Develop interactive eLearning, microlearning modules, and video-based training to enhance learning experiences.
- Collaborates with SMEs & Stakeholders – Partners with Engineering, Product, UX, and TPM to translate complex technical topics into digestible training and content for broad use within corporate repositories and intranets.
- Designs Self-Paced & Instructor-Led Learning – Balances asynchronous and live training approaches, incorporating multimedia content like videos, animations, and interactive simulations.
- Ensures Accessibility & Engagement – Uses gamification, multimedia, and diverse formats to accommodate different learning styles and needs in a remote-first environment.
- Manages Learning Systems & Tools – Administers LMS, tracks enrollments and completions, and reports learning impact for optimization.
- Owns Stakeholder Communication – Keeps teams informed about training initiatives, schedules, and updates for alignment across functions.
- Oversees Training Logistics – Coordinates live sessions, workshops, and virtual rollouts, integrating with corporate tools for seamless learning experiences.
- Drives Onboarding & Continuous Training – Designs structured onboarding frameworks and continuous enablement programs to upskill R&D teams in technical expertise and customer engagement.
- Develops PDLC & Documentation Training – Creates structured learning plans on the Product Development Lifecycle (PDLC) framework, governance, and best practices for writing critical product and technical documents for all responsible roles.
- Measures & Optimizes Learning Impact – Tracks and reports learning effectiveness, engagement, and feedback to drive continuous improvement.
Qualifications
Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:
- Education: Bachelor’s degree in a relevant field (e.g., Education, Human Resources, Business Administration, or a related discipline).
- Experience:
- Minimum of 5-7 years of experience in Learning and Development, Training, or Organizational Development, preferably in an R&D or technology-driven environment with a preference for experience working with or within a Product Operations function
- Proven track record of designing and delivering successful learning programs.
- Experience in designing and implementing training programs, particularly in technical fields or within R&D organizations.
- Strong instructional design background - expertise in Articulate 360, Captivate, Rise, Camtasia or similar tools.
- Knowledge of learning analytics to track content effectiveness.
- Experience in learning theories/concepts and engagement strategies.
- Familiarity with AI-driven learning personalization and adaptive learning tools is a plus.
- Experience overseeing large scale projects and events.
- Technical Skills: Understanding of the Product Development Lifecycle and RACI frameworks. Ability to create technical training materials for Engineering, Product, TPM, etc. teams.
- Communication Skills: Exceptional verbal and written communication skills with the ability to convey complex concepts clearly and engagingly.
- Creativity and Innovation: Strong ability to develop programs that foster a culture of creativity and innovation through learning activities such as hackathons and workshops.
- Analytical Skills: Ability to assess training needs and measure the effectiveness of learning initiatives through data analysis and feedback mechanisms.
- Learning Technologies: Familiarity with e-learning platforms, Learning Management Systems (LMS), and other digital tools.
- Project Management: Experience in managing training projects, including planning, execution, and evaluation.
- Cultural Competence: Understanding of diverse learning styles and cultural differences to create inclusive training experiences.
- Leadership Influence: Ability to influence at manager levels of the organization and across functions.
- Passionate about learning and development: Continuous improvement mindset.
Collaborative and Adaptable: Able to work effectively in a fast-paced, dynamic R&D environment.
- Continuous Learning: Commitment to personal and professional development, staying updated on industry trends and best practices.
Location
This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5-10% travel is anticipated to help you connect in-person in a meaningful way.
What We Offer
There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.
*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.
The estimated pay ranges for this role are as follows:
- Based in Colorado: $126,000.00- $157,500.00.
- Based in New York, Washington State, or California (outside of the San Francisco Bay area): $133,400.00- $166,700.00
- Based in the San Francisco Bay area, California: $148,200.0- $185,200.00.
- This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.
