[Remote] Program Manager

Note: The job is a remote job and is open to candidates in USA. Twilio delivers communications solutions that help businesses and developers create personalized customer experiences. The Program Manager on the Professional Services team leads customer technology engagements across the project lifecycle, managing scope, budget, timelines, solution design, implementation, and platform adoption. The role serves as the primary customer contact, advises on architecture and integrations, leads technical resources, and drives customer success and revenue growth.

Responsibilities

• Set, manage, and meet customer expectations with regard to scope, budget, and timeline
• Ensure our customers have an excellent experience, see value from our solutions, and generate revenue for Twilio through successful implementations and expanded platform usage
• Serve as the primary point of contact for our customers throughout engagement delivery, providing guidance on solution architecture, system configuration, integration patterns, and deployment strategies
• Oversee engagements that successfully lead customers through various stages of their Twilio implementation, including solution design, implementation, configuration, production monitoring, and ongoing adherence to Twilio’s best practices
• Partner with other Twilio Professional Services team members to design, configure, and implement solutions. Contribute directly to technical discussions, and support solution delivery activities
• Lead a team of technical resources who will architect solutions, configure systems, write custom code, and set up product integrations based on customer requirements and the agreed upon scope of work
• Proactively analyze customer usage patterns, technical health, and implementation approaches to identify optimization opportunities. Recommend solutions or additional services that can drive greater value and platform adoption
• Send status reports, action logs, and other necessary project artifacts as outlined in the customer contract. Clearly communicate progress, risks and solutions to stakeholders

Skills

• 5+ years of project/program management experience implementing or delivering software solutions, with a preference towards SaaS based solutions
• Excellent written and verbal communication, persuasion, and presentation skills
• Ability to handle multiple competing priorities in a fast-paced environment either independently or as part of a team
• Ability to take the initiative to drive projects forward even under ambiguous circumstances
• Ability to effectively communicate across all levels of the organization from engineers to executives, and to establish yourself as a trusted advisor to leadership
• Proven ability to troubleshoot and resolve technical issues involving software configuration, data mapping and API integrations and system deployments. Strong problem-solving skills with both strategic and tactical application
• Demonstrated proven ability to serve as a subject matter expert and trusted advisor to customers in a software implementation or technical consulting environment
• Experience in identifying technical blockers and dependency problems in advance of customer impact and working collaboratively to implement solutions
• Ability to work non-standard, and holiday hours and other travel as needed to support Twilio and our customers business needs (typically not more than 10% annually)
• Experience implementing, configuring, or managing one or more Twilio-related technologies such as email, voice, messaging, video, Customer Data Platform, and/or 2FA
• Experience creating delivery frameworks, implementation methodologies, and reusable solution patterns to accelerate customer success and ensure consistency across engagements
• Experience with AGILE, SCRUM, Six Sigma, KANBAN, or KAIZEN
• A certification from the Project Management Institute (PMI) or Scrum.org
• Experience working with, implementing, or supporting a major CRM or SaaS platform
• Strong understanding of APIs and common web service integration pattern
• Experience with integration platforms or middleware (Mulesoft, Workato, Tray.io)
• Experience participating in sales and proposal presentations, demonstrating solutions, and qualifying opportunities for professional services engagement
• Demonstrated experience in solution design, system configuration, and implementation support. Ability to provide hands-on guidance on technical architecture, integration patterns, and deployment strategies
• Deep knowledge of industry best practices, regulatory requirements, and use case patterns for communication channels (email, SMS, voice, video, etc.)

Benefits

• Remote work arrangement for this role, located in Colombia
• Generous time off
• Ample parental leave
• Ample wellness leave
• Healthcare
• Retirement savings program
• Support for employee volunteering and donation efforts

Company Overview

Company H1B Sponsorship