Senior Technical Program Manager, Services Tools & Diagnostics

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 the team as our next Senior Technical Program Manager, Service Delivery Systems on the Global Customer Services (GCS) Strategy & Operations team.

About the job

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 — the intelligent automation, knowledge systems, and decision logic embedded in the service delivery workflows of our Technical Account Management, Professional Services, and Engagement Management teams

Youll design and build systems, including AI workflows that operate within the Customer Experience Operations (CXO) governance model and youll be accountable to GCS business outcomes: resolution rates, revenue-per-headcount, product adoption and more.

This role sits at the intersection of engineering and program management Youll write code every week, but your success is measured in GCS outcomes for customers, not a technology roadmap

Youll partner daily with GCS Program Managers, Technical Account Management, Professional Services and Twilio Engineering teams to turn director-level business requirements into reliable, auditable systems.

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