Senior Technical Program Manager, Services Tools & Diagnostics

Twilio
United States
Workplace: RemoteFull timeFunction: Program & Project Management (PMO)Skills: ["Stakeholder communication","Technical documentation","Systems thinking","Engineering judgment","Cross-functional collaboration"]

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.

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FursaFursa
Twilio
Twilio
1 month ago

Senior Technical Program Manager, Services Tools & Diagnostics

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Last checked: 4 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
Glassdoor: 4.0
WebsiteLinkedIn