Twilio

4 days ago

Senior Technical Program Manager, Services Tools & Diagnostics

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Own the technical foundation behind how GCS delivers customer outcomes at scale—turning director-level requirements into reliable, auditable systems across TAM, Professional Services, and Engagement Management. Build AI workflows with Anthropic Claude, design decision frameworks with CXO governance, and extend observability and analytics with dashboards and integrations. Translate complex system behavior for executive audiences and mature evaluation, A/B testing, and performance measurement.

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Mid level

Key Responsibilities

•Architect and build systems for GCS operations, including account health observability, intelligent routing, knowledge retrieval, and workflow automation with cost optimization.
•Build AI workflows using Anthropic Claude (Claude Agent SDK/Claude Code) and deploy MCP servers integrating agents with Slack, Jira, Zendesk, Grafana, Airtable, and internal systems.
•Partner with CXO to define decision frameworks for autonomous vs human-in-the-loop behavior and guardrails that prevent edge cases and failures.
•Extend observability and analytics via production-quality dashboards and integrations across Grafana (ClickHouse-backed), Salesforce, Tableau, Looker, and Airtable.
•Operate within the CXO vetting-and-graduation governance model by maturing versioning, evaluation frameworks, and systematic performance measurement; instrument retrieval accuracy and other outcome metrics.

Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity

Perks:Health Insurance401kPaid SickPaid PersonalPaid Parental

Key Requirements

•7+ years building production software or technical systems (platform engineering, solutions architecture, or hands-on technical program management).
•Production proficiency in Python and/or TypeScript (Node.js) plus REST API integration fundamentals (OAuth 2.0/API keys, webhooks, pagination, rate limiting, retries, JSON transformation).
•Hands-on experience building AI systems with large language models (tool/function calling, structured outputs, prompt architecture, evaluation harnesses) and deploying MCP servers.
•Deep understanding of large language models and RAG/agent frameworks (prompt engineering patterns, how models fail, and why).
•Advanced SQL and production dashboard/application development using Grafana, Salesforce, Tableau, Looker, and Airtable, including analytical querying against ClickHouse.

Experience:SaaSCPaaS

Skills:Stakeholder communicationTechnical documentationSystems thinkingEngineering judgmentCross-functional collaboration

Languages:English

Tech Stack:PythonTypeScriptNode.jsREST APIOAuth 2.0API keysWebhooksJSONSQLClickHouseGrafanaSalesforceSOQLTableauLookerLookMLAirtableZendeskAnthropic Claude APIClaude Agent SDK

Company Brief

Twilio

Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn

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Twilio

4 days ago

Senior Technical Program Manager, Services Tools & Diagnostics

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 11 hours agoStatus: Live

Job Summary

Location: United States

Workplace: Remote

Employment Type: Full time

Job Function: Program & Project Management (PMO)

Seniority: Mid level

Key Responsibilities

•Architect and build systems for GCS operations, including account health observability, intelligent routing, knowledge retrieval, and workflow automation with cost optimization.
•Build AI workflows using Anthropic Claude (Claude Agent SDK/Claude Code) and deploy MCP servers integrating agents with Slack, Jira, Zendesk, Grafana, Airtable, and internal systems.
•Partner with CXO to define decision frameworks for autonomous vs human-in-the-loop behavior and guardrails that prevent edge cases and failures.
•Extend observability and analytics via production-quality dashboards and integrations across Grafana (ClickHouse-backed), Salesforce, Tableau, Looker, and Airtable.
•Operate within the CXO vetting-and-graduation governance model by maturing versioning, evaluation frameworks, and systematic performance measurement; instrument retrieval accuracy and other outcome metrics.

Travel: Low travel

Pay and Benefits

Equity and Bonus:Equity

Perks:Health Insurance401kPaid SickPaid PersonalPaid Parental

Key Requirements

•7+ years building production software or technical systems (platform engineering, solutions architecture, or hands-on technical program management).
•Production proficiency in Python and/or TypeScript (Node.js) plus REST API integration fundamentals (OAuth 2.0/API keys, webhooks, pagination, rate limiting, retries, JSON transformation).
•Hands-on experience building AI systems with large language models (tool/function calling, structured outputs, prompt architecture, evaluation harnesses) and deploying MCP servers.
•Deep understanding of large language models and RAG/agent frameworks (prompt engineering patterns, how models fail, and why).
•Advanced SQL and production dashboard/application development using Grafana, Salesforce, Tableau, Looker, and Airtable, including analytical querying against ClickHouse.

Experience:SaaSCPaaS

Skills:Stakeholder communicationTechnical documentationSystems thinkingEngineering judgmentCross-functional collaboration

Languages:English

Tech Stack:PythonTypeScriptNode.jsREST APIOAuth 2.0API keysWebhooksJSONSQLClickHouseGrafanaSalesforceSOQLTableauLookerLookMLAirtableZendeskAnthropic Claude APIClaude Agent SDK

Company Brief

Twilio

Industry: API Platforms

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: San Francisco, United States

Founded: 2008

Glassdoor: 4.0

Website LinkedIn