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Senior Technical Program Manager, Services Tools & Diagnostics

1 month, 1 week ago
United States
Full-time
Senior
Program Manager
Project and Program Management
ClickHouse Git Grafana JIRA JSON LLM Looker Node.js Python REST API Salesforce SQL Tableau TypeScript
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Twilio

Twilio

Twilio is a cloud communication company that offers Communication APIs for SMS, Voice, Video, and Authentication, empowering developers to embed communication capabilities into their software applications globally.

Diversified Telecommunication Services
5K-10K
Founded 2008
View All Jobs 55

Description

  • Architect and build systems that support GCS operations, including account health observability, intelligent routing, knowledge retrieval, workflow automation, and cost optimization.
  • Build AI workflows using Anthropic Claude tools and MCP servers that connect to Slack, Jira, Zendesk, Grafana, Airtable, and internal Twilio systems.
  • Partner with CXO to define decision frameworks, guardrails, and human-in-the-loop controls for autonomous system behavior.
  • Extend observability and analytics with production-quality dashboards and integrations across Grafana, Salesforce, Tableau, Looker, and Airtable.
  • Operate within and help mature the CXO vetting-and-graduation governance model through versioning, evaluation frameworks, A/B testing, and performance measurement.
  • Instrument systems to measure retrieval accuracy, action success rates, deflection, and failure patterns, and connect technical performance to business outcomes.
  • Translate complex system behavior into clear language for director and executive audiences and produce technical documentation for dependent teams.
  • Partner daily with GCS Program Managers, Technical Account Management, Professional Services, and Engineering teams to turn business requirements into reliable systems.
  • Write code weekly and contribute directly to production software and technical systems.

Requirements

  • 7+ years of experience building production software or technical systems in platform engineering, solutions architecture, or hands-on technical program management roles.
  • Production-quality proficiency in Python and/or TypeScript (Node.js).
  • Strong REST API integration fundamentals, including OAuth 2.0, API keys, token refresh, webhooks, pagination, rate limiting, retries, and JSON transformation.
  • Hands-on experience building AI systems with large language models, including tool use/function calling, structured outputs, prompt architecture, evaluation harnesses, and MCP servers.
  • Deep understanding of large language models, RAG architectures, prompt engineering patterns, and agent frameworks.
  • Advanced SQL experience, including analytical queries against columnar stores such as ClickHouse.
  • Experience with Grafana, Salesforce, Tableau, Looker, and Airtable, including dashboards, modeling, automations, and API integration.
  • Strong engineering practices including Git-based version control, code review, basic CI, and least-privilege patterns for customer data.
  • Ability to translate business requirements into system specifications and explain complex technical behavior to non-technical stakeholders.
  • Preferred: experience in support or professional services organizations, with Zendesk or similar service platforms, AI observability and A/B testing, and familiarity with Twilio products or the CPaaS/SaaS domain.

Benefits

  • Competitive pay with location-based salary ranges of $188,240-$276,700 depending on location.
  • Eligibility for Twilio’s equity plan and corporate bonus plan.
  • Health care insurance and 401(k) retirement account.
  • Paid sick time, paid personal time off, and generous time off.
  • Paid parental leave and ample parental and wellness leave.
  • Remote work with occasional travel for in-person project or team meetings.
  • Community support for volunteering and donation efforts.

Interested in this position?

Apply directly on the company website

Apply Now

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