Senior Director, Technical Program Manager ( L7)

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.

See yourself at Twilio

Join the team as Twilio’s next Senior Director, Technical Program Manager ( L7)

About the job

This role will guide the strategic alignment and drive operational excellence for the Platform Experiences Team, reporting to the SVP of Engineering

Responsibilities

In this role, you’ll:

• Strategic Alignment: Work closely with Engineering leadership to align technology and innovation initiatives with Twilio's strategic goals and objectives. Provide guidance and support in the development and prioritization of technology roadmaps, innovation projects, and investment areas. 
• Strategic Planning: Assist in developing long-term technology and innovation strategies to drive business growth & optimization. Define & drive agendas for key routines and ensure closure of actions and open items.
• Operational Excellence: Create and maintain rhythms of engineering, operating models, systems and processes to streamline operations throughout the technology organization. Track engineering capacity and allocations to align investments with priorities. Monitor progress, analyze results, and advise leadership on trends, bottlenecks, and opportunities for optimization within the engineering organization.
• Customer Success: Oversee Service Level Agreements (SLAs), customer impact assessments, metrics analysis, and discussions on customer incidents to drive improvements in service delivery and product reliability. Develop messaging & content for customer meetings & drive post-meeting follow-ups to enhance customer engagement and satisfaction.
• Program Management: Oversee key technology and innovation initiatives from conception to execution, ensuring timely delivery, effective resource allocation, and regular reporting. Own actions and follow-ups from customer engagements to ensure high satisfaction. Act as a liaison between Engineering leadership and project teams, providing guidance, direction, and support as needed to maintain alignment.
• Cross-company Collaboration: Drive collaboration across departments, breaking down silos to improve efficiency and productivity. Establish engagement models and portfolio management practices to standardize how Engineering partners with other teams/functions. Deliver meetings, events, and cross-functional initiatives, ensuring seamless logistics and participation from relevant stakeholders.
• Strategic Communication: Manage internal and external communication to maintain accuracy and consistency across priorities, goals, and tone of voice. Develop talk tracks and content for external customer engagements to ensure high satisfaction. Drive strategic communications internally across the platform experiences team to foster collaboration and strategic execution.
• Team Development and Leadership: Foster a culture of innovation, collaboration, and excellence within the technology organization. Partner with HR in thinking through workforce management related activities. Provide leadership, mentorship, and support to team members, promoting professional growth and development.

Qualifications 

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*Required:

• 10+ year in operations or program management
• Cross-functional experience in a variety of roles like consulting, strategy, business development, sales, project management, and services delivery
• Strong writing & communication skills with the ability to prioritize and simplify for the sake of execution and efficiency