Program Manager

Responsibilities

• Set, manage, and meet customer expectations for scope, budget, and timeline.
• Ensure customers have an excellent experience, realize value from Twilio solutions, and generate revenue through successful implementations and expanded platform usage.
• Serve as the primary customer contact throughout engagement delivery, providing guidance on solution architecture, system configuration, integration patterns, and deployment strategies.
• Oversee customer implementation stages, including solution design, implementation, configuration, production monitoring, and adherence to Twilio best practices.
• Partner with Professional Services team members to design, configure, and implement solutions.
• Contribute to technical discussions and support solution delivery activities.
• Lead technical resources who architect solutions, configure systems, write custom code, and establish product integrations.
• Analyze customer usage patterns, technical health, and implementation approaches to identify optimization opportunities.
• Recommend solutions or additional services that increase value and platform adoption.
• Send status reports, action logs, and other project artifacts required by customer contracts.
• Communicate progress, risks, and solutions clearly to stakeholders.

Requirements

• 5+ years of project or program management experience implementing or delivering software solutions, preferably SaaS-based.
• Excellent written and verbal communication, persuasion, and presentation skills.
• Ability to manage multiple competing priorities in a fast-paced environment.
• Initiative to drive projects forward under ambiguous circumstances.
• Ability to communicate effectively from engineering teams to executives and establish trust with leadership.
• Experience troubleshooting and resolving technical issues involving software configuration, data mapping, API integrations, and system deployments.
• Strong strategic and tactical problem-solving skills.
• Experience serving as a subject-matter expert and trusted customer advisor in software implementation or technical consulting.
• Experience identifying technical blockers and dependency problems before customer impact and collaborating on solutions.
• Ability to work non-standard and holiday hours and travel as needed, typically no more than 10% annually.

Nice-to-haves

• Experience implementing, configuring, or managing Twilio email, voice, messaging, video, Customer Data Platform, or 2FA technologies.
• Experience creating delivery frameworks, implementation methodologies, and reusable solution patterns.
• Experience with Agile, Scrum, Six Sigma, Kanban, or Kaizen.
• PMI or Scrum.org certification.
• Experience with major CRM or SaaS platforms.
• Strong understanding of APIs and common web service integration patterns.
• Experience with integration platforms or middleware such as MuleSoft, Workato, or Tray.io.
• Experience participating in sales and proposal presentations, demonstrating solutions, and qualifying professional services opportunities.
• Experience in solution design, system configuration, and implementation support.
• Ability to provide hands-on guidance on technical architecture, integration patterns, and deployment strategies.
• Knowledge of industry best practices, regulatory requirements, and use-case patterns for email, SMS, voice, and video communication channels.