Program 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.
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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.
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See yourself at Twilio
Join Twilio’s Professional Services’ team as our next Program Manager.
About the job
This position develops and delivers comprehensive technology solutions through consulting engagements of various durations and complexities across all of Twilio’s products and channels. These engagements help our customers bring their customer experience vision to life by guiding implementation best practices, providing solution design support and ensuring successful platform adoption using Twilio’s APIs and platforms.
Program Managers combine deep expertise with technical knowledge of customer business objectives and use cases, acting as an extension of the customer’s team. A Program Manager's primary responsibilities include setting, managing, and meeting customer expectations with regard to scope, budget, and timeline in order to meet contractual obligations. In addition, our Program Managers ensure our customers have an excellent experience, see value from our solutions, and generate revenue for Twilio. They stay one step ahead of customers, anticipating what they need to think about next and proactively setting the customer team up for success by monitoring industry trends and best practices relevant to their implementations. This role requires both strategic thinking and practical application-advising on solution design, supporting implementation activities, and directly contributing to customer success through hands-on engagement in solution delivery.
Our Program Managers ensure customer engagements are strategically aligned to business outcomes by leading all aspects of the project lifecycle. Success in this role requires exceptional communication skills across in-person, virtual, and written formats to drive clarity, momentum, and results. Program Managers provide industry best practices, identify optimization opportunities, and work directly with customers and internal teams to architect, configure, and deploy solutions that drive platform adoption and revenue growth. As the primary point of contact throughout a project or program’s entire lifecycle, Program Managers are expected to be able to communicate with individual contributors, members of the C-Suite, and everyone in between.
Responsibilities
In this role, you’ll:
- Set, manage, and meet customer expectations with regard to scope, budget, and timeline.
- Ensure our customers have an excellent experience, see value from our solutions, and generate revenue for Twilio through successful implementations and expanded platform usage.
- Serve as the primary point of contact for our customers throughout engagement delivery, providing guidance on solution architecture, system configuration, integration patterns, and deployment strategies.
- Oversee engagements that successfully lead customers through various stages of their Twilio implementation, including solution design, implementation, configuration, production monitoring, and ongoing adherence to Twilio’s best practices.
- Partner with other Twilio Professional Services team members to design, configure, and implement solutions. Contribute directly to technical discussions, and support solution delivery activities.
- Lead a team of technical resources who will architect solutions, configure systems, write custom code, and set up product integrations based on customer requirements and the agreed upon scope of work.
- Proactively analyze customer usage patterns, technical health, and implementation approaches to identify optimization opportunities. Recommend solutions or additional services that can drive greater value and platform adoption.
- Send status reports, action logs, and other necessary project artifacts as outlined in the customer contract. Clearly communicate progress, risks and solutions to stakeholders.
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:
- 5+ years of project/program management experience implementing or delivering software solutions, with a preference towards SaaS based solutions.
- Excellent written and verbal communication, persuasion, and presentation skills.
- Ability to handle multiple competing priorities in a fast-paced environment either independently or as part of a team.
- Ability to take the initiative to drive projects forward even under ambiguous circumstances.
- Ability to effectively communicate across all levels of the organization from engineers to executives, and to establish yourself as a trusted advisor to leadership.
- Proven ability to troubleshoot and resolve technical issues involving software configuration, data mapping and API integrations and system deployments. Strong problem-solving skills with both strategic and tactical application.
- Demonstrated proven ability to serve as a subject matter expert and trusted advisor to customers in a software implementation or technical consulting environment.
- Experience in identifying technical blockers and dependency problems in advance of customer impact and working collaboratively to implement solutions.
- Ability to work non-standard, and holiday hours and other travel as needed to support Twilio and our customers business needs (typically not more than 10% annually).
Desired:
- Experience implementing, configuring, or managing one or more Twilio-related technologies such as email, voice, messaging, video, Customer Data Platform, and/or 2FA.
- Experience creating delivery frameworks, implementation methodologies, and reusable solution patterns to accelerate customer success and ensure consistency across engagements
- Experience with AGILE, SCRUM, Six Sigma, KANBAN, or KAIZEN.
- A certification from the Project Management Institute (PMI) or Scrum.org.
- Experience working with, implementing, or supporting a major CRM or SaaS platform.
- Strong understanding of APIs and common web service integration pattern.
- Experience with integration platforms or middleware (Mulesoft, Workato, Tray.io).
- Experience participating in sales and proposal presentations, demonstrating solutions, and qualifying opportunities for professional services engagement.
- Demonstrated experience in solution design, system configuration, and implementation support. Ability to provide hands-on guidance on technical architecture, integration patterns, and deployment strategies.
- Deep knowledge of industry best practices, regulatory requirements, and use case patterns for communication channels (email, SMS, voice, video, etc.).
Location
This role will be remote and located in Colombia.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately <XX%> 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.
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.
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Stay alert to recruitment fraud
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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.