# Program Manager

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Technical Program Management
**Experience:** 5+ years
**Skills:** Project Management, Program Management, SaaS, Solutions Architecture, API Integrations, System Configuration, Data Mapping, Software Deployment, Twilio, Agile, Scrum, Six Sigma, Kanban, Mulesoft, Workato
**Posted:** 2026-08-13

> Leads customer-facing software implementation programs for Twilio Professional Services, managing scope, budgets, timelines, technical delivery, and stakeholder communication. Requires 5+ years of software implementation or program management experience, strong API and integration troubleshooting skills, and the ability to advise customers and lead technical teams.

## Job Description

## 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.

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