About the job

This is an exciting opportunity to join a dynamic, growing training and enablement team that is responsible for onboarding and upskilling new Twilions in Customer Support on topics such as Twilio’s products, support processes and tools, technical skills, and soft skills. You will work with a team of instructional designers and technical trainers, as well as various stakeholders within Customer Support to assess organizational needs and to design, develop, and deliver training materials via different learning modalities to Twilions across the Support organization.

Responsibilities

In this role, you’ll design, create, and deliver engaging learning content (e.g. job aids, eLearnings, vILT courses, micro-learning video content, learning plans, and learner communications). Specific examples include:

• Develop ILT courses using Google Slides and facilitate learning sessions and workshops; provide feedback and an expert learning opinion on ILT content and format to partners and stakeholders.
• Create and maintain eLearning and microlearning content with a variety of authoring tools - e.g. Articulate 360, Camtasia, and SnagIt.
• Develop additional content as required - e.g. course outlines, training aids, assessments, and facilitator guides.
• Support the development of processes for training content pipeline, including intake, validation, review, launch, etc.
• Manage the end-to-end learning development process, including stakeholder request management, needs analysis, development, delivery, evaluation, and revision.

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:

• 5+ years of experience in training facilitation and curriculum development in a software engineering or technical environment
• Experience building engaging and impactful learning content - from analysis to evaluation, and ongoing iteration
• Excellent oral and written communication skills
• Intellectual curiosity, a deep growth mindset, and the desire to constantly improve
• Ability to thrive in a high-velocity and dynamic environment

Desired:

• High degree of fluency in GSuite, including: Slides, Docs, Sheets, and Forms
• Formal experience or education in Learning and Development, Information Technology, Software Development or other related fields
• Bachelor’s degree preferred

Location 

This role is remote and is based in India.