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) technologies to maintain an efficient, fair and transparent hiring process. Our hiring process is never completely automated, and uses AI in conjunction with our recruiting professionals.
See yourself at Twilio
Join the team as Twilio’s next Join the team as our next Legal Operations Specialist (Knowledge Management Lead).
About the job
We are actively recruiting for this role to fill an existing vacancy. We are looking for a high-performing Legal Operations Specialist to join our fantastic Legal Operations team! Reporting to the Senior Director, Legal Operations, you will manage and scale our knowledge management program across the Legal team. You will also operate in a generalist Legal Operations capacity, supporting initiatives such as legal technology implementations and ongoing maintenance, outside counsel billing and matter management, and serving as a primary business partner for specific legal functions’ operational needs. You will partner closely with these legal functions to identify operational pain points and inefficiencies and help design and implement practical, scalable solutions and process improvements.
Responsibilities
In this role, you’ll:
- Own and build the Legal team’s knowledge management program, including defining standards, governance, documentation practices, and scalable processes, in partnership with Legal Ops business partners and legal stakeholders embedded within legal functions
- Identify, assess, and prioritize operational pain points for the legal functions to which you are aligned, translating ambiguous needs into clear requirements and practical solutions that balance immediate impact with long-term scalability
- Support Legal Operations technology initiatives by partnering with the Legal Ops Tech Lead during key phases of implementation (e.g., requirements gathering, proofs of concept, UAT, launch planning), and own ongoing post-implementation support, optimization, documentation, change management, and user enablement
- Develop, maintain, and continuously improve Legal team process documentation, playbooks, workflows, and intranet content to ensure information is accurate, accessible, and consistently used across the Legal team and company
- Partner with Legal Ops leadership to identify and develop legal AI use cases and training for the Legal team, helping design practical guidance and enablement materials based on available AI tools and organizational guardrails
- Manage Legal team subscriptions and vendors, including resources, such as PLC/Westlaw, PLI, Law360, ACC, and similar services, ensuring cost efficiency and alignment with Legal team needs
- Provide ad hoc Legal Operations support, including outside counsel billing and eBilling administration, matter management support, and troubleshooting day-to-day operational issues as they arise
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 in Legal Operations (or as a Paralegal or Contracts Manager with strong experience improving legal processes and operational efficiency)
- Experience implementing or managing a knowledge management program for a Legal team
- Experience using AI, with a working understanding of how common LLMs (e.g., ChatGPT, Gemini, Claude) function and can be leveraged to make day-to-day legal work more efficient
- Ability to design simple, right-sized, and scalable solutions to operational pain points, while embracing a progress-over-perfection mindset (i.e., optimizing for the 80%, not 20% outliers)
- Experience implementing or managing legal technology (e.g., CLM, eBilling, eSignature tools) and associated technology integrations (e.g., APIs, MCPs)
- Experience with Microsoft Office Suite, Google Workspace, Airtable, DocuSign, and Adobe Acrobat Pro
- Ability to operate autonomously in a fast-paced, evolving environment, turning ambiguous problems into clear operational requirements and scalable, real-world solutions
- Outstanding written and verbal communication skills, strong attention to detail, and a customer-first mindset
- Strong process orientation with the ability to think systematically about how work gets done
Desired:
- Experience at a high-growth technology company
- Deep understanding of the day-to-day work of legal functions (e.g., Litigation, Employment, Ethics & Compliance, Privacy, IP) and their common operational pain points
- Experience building intake workflows and databases using Airtable is a plus
- Legal project or program management experience is a plus
Location
This role will be remote and based in Ontario, British Columbia, or Alberta, Canada.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect in-person in a meaningful way.
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. Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off.
The estimated pay ranges for this role are as follows:
- $90,800 - $113,500
- Target Bonus Percentage 12,50% (When Applicable)
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic 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.
