Legal Services Manager

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. . 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. . See yourself at Twilio Join the team as Twilio's next Legal Services Manager. 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. About the job This position is needed to manage high-volume legal support requests, commercial contracts, and operational processes for Twilio's Legal Center of Excellence. We are looking for a Legal Services Manager to join Twilio's Center of Excellence within Legal Operations. You will serve as an initial legal point of contact for repeatable, high-volume legal work, support commercial contracting needs, and help improve operational processes that make the Legal Team more efficient, scalable, and responsive. Responsibilities In this role, you'll: Serve as the first point of contact for GTM and Telecom Carrier Relations legal inquiries. Review, vet, and respond to high-volume legal requests while following internal processes. Independently review and negotiate NDAs, SOWs, service orders, and related agreements. Support law firm eBilling matter creation, configuration, invoice escalations, and process improvements. Maintain operational expertise across Center of Excellence processes and update playbooks. Support ad-hoc operational projects and repeatable tasks across legal functions. 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: Bachelor's degree. 5+ years of experience as a Legal Operations Analyst or Manager, Contracts Administrator or Manager, or Paralegal. Strong knowledge of commercial contracts and contracting principles. Experience independently drafting and negotiating NDAs, SOWs, assignment and assumption agreements, transition services agreements, and service orders. Experience with Salesforce, Conga, Microsoft Office Suite, Google Suite, Airtable, DocuSign, and Adobe Acrobat Pro. Experience using AI tools and understanding how LLMs can improve day-to-day legal work. Excellent written and verbal communication skills, attention to detail, and a customer-first approach. Process-oriented mindset and ability to work in a fast-paced, changing environment with minimal supervision. Desired: Experience supporting a sales organization at a high-growth technology company. Experience creating and managing process documentation and policies. Experience handling high-volume, repeatable tasks across legal functions. Exposure to law firm billing and eBilling software such as Brightflag, Onit, or Legal Tracker. Good sense of humor, disdain for drama, interest in learning new things, and desire to get things done. Location This role will be remote. Travel We prioritize connection and opportunities to learn from each other. While this role is remote, you may be required to travel occasionally for team offsites, All Hands, and other gatherings. 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. The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. Equal opportunity employer Twilio is proud to be an equal opportunity employer. Twilio is committed to providing equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, genetic information 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. . Stay alert to recruitment fraud We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @ twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps. . 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.