Senior Technical Program Manager, Services Tools & Diagnostics

Role Description

Join the team as our next Senior Technical Program Manager, Service Delivery Systems on the GCS Strategy & Operations team. We are looking for a hands-on technical builder to join the GCS Strategy & Operations organization. This role owns the technical foundation that powers how GCS delivers customer outcomes at scale.

• 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.
• Extend GCS's observability and analytics foundation with production-quality dashboards and integrations across Grafana, Salesforce, Tableau, Looker, and Airtable.
• Operate within CXO's vetting-and-graduation governance model, and help mature it.
• Instrument everything you build — retrieval accuracy, action success rates, deflection, and failure patterns.
• Translate complex system behavior into plain language for director and executive audiences while producing clear technical documentation.

Qualifications

• 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.
• Hands-on experience building AI systems with large language models.
• Deep understanding of how large language models work.
• Advanced SQL, including analytical queries against columnar stores such as ClickHouse.
• Dashboard and application development experience across Grafana, Salesforce, Tableau, Looker, and Airtable.
• Strong engineering practices: Git-based version control, code review, basic CI, and least-privilege patterns.
• Demonstrated ability to translate business requirements into system specifications.

Requirements

• Experience embedded in a support or professional services organization.
• Experience with Zendesk or similar service platforms.
• Experience defining metrics and observability for AI systems in production.
• Familiarity with Twilio's products or the CPaaS/SaaS domain.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• A retirement savings program.
• Participation in Twilio’s equity plan and corporate bonus plan.

Company Description

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.