Twilio - Senior Technical Program Manager, Services Tools & Diagnostics

Remote - USA+ Equity1w ago

Requirements

• 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! • 7+ years of experience building production software or technical systems, in roles such as platform engineering, solutions architecture, or hands-on technical program management. • Production-quality proficiency in Python and/or TypeScript (Node.js), with fluency in REST API integration fundamentals: authentication (OAuth 2.0, API keys, token refresh), webhooks, pagination, rate limiting, error handling and retries, and JSON transformation. • Hands-on experience building AI systems with large language models — tool use / function calling, structured outputs, prompt architecture, and evaluation harnesses — including building and deploying MCP servers to connect enterprise systems. • Deep understanding of how large language models work: how they reason, where they fail, and why. Fluency in RAG architectures, prompt engineering patterns, and agent frameworks. • Advanced SQL, including analytical queries against columnar stores such as ClickHouse. • Dashboard and application development experience across Grafana (data sources, panels, variables, dashboard-as-code, alerting), Salesforce (SOQL, report types, Lightning reports and dashboards), Tableau (data modeling, calculated fields, LOD expressions, publishing to Tableau Cloud or Server), Looker (LookML modeling, Explores, derived tables, publishing to dashboards), and Airtable (base/table design, automations, scripting extensions, API integration) — with the judgment to choose the right tool for a given audience and data source. • Strong engineering practices: Git-based version control, code review, basic CI, and least-privilege patterns when handling customer data. • Demonstrated ability to translate business requirements into system specifications and explain complex technical behavior to non-technical stakeholders. • Desired: • Experience embedded in a support or professional services organization, building systems for the teams doing the work. • Experience with Zendesk or similar service platforms, including APIs, triggers, and routing logic. • Experience defining metrics and observability for AI systems in production, and running structured A/B tests or evaluations. • Familiarity with Twilio's products or the CPaaS/SaaS domain. • 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, you may be required to travel occasionally to participate in project or team in-person meetings.

Responsibilities

• Architect and build the systems that encode how GCS operates — account health observability, intelligent routing, knowledge retrieval, and workflow automation across our TAM, PS, and EM motions; including cost optimization. • Build AI workflows using the Anthropic Claude API, Claude Agent SDK, and Claude Code, including MCP (Model Context Protocol) servers that connect agents to Slack, Jira, Zendesk, Grafana, Airtable, and internal Twilio systems. • Partner with CXO to design the decision frameworks that determine when systems act autonomously, when humans stay in the loop and own the guardrails — edge cases caught, prompt injection blocked, unintended behaviors prevented — that keep failure rates low. • Extend GCS's observability and analytics foundation with production-quality dashboards and integrations across Grafana (ClickHouse-backed), Salesforce, Tableau, Looker, and Airtable — choosing the right tool for the audience and data source rather than defaulting to one platform. • Operate within CXO's vetting-and-graduation governance model, and help mature it: versioning, evaluation frameworks, A/B testing, and systematic performance measurement across scenarios with GCS specific focus. • Instrument everything you build — retrieval accuracy, action success rates, deflection, and failure patterns — and tie technical performance to GCS outcomes like time to value, resolution rate, cost-per-ticket, and time-to-resolution. • Translate complex system behavior into plain language for director and executive audiences while producing clear technical documentation for the teams who depend on your systems.

Benefits

• 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. • Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. 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, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : 188,240.00 - 235,300.00 • Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area):199,280.00 - 249,100.00 • Based in the San Francisco Bay area, California: 221,360.00 - 276,700.00 • This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally 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. • Application deadline information • Applications for this role are intended to be accepted until July 25th but may change based on business needs. • July 25th • 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.