Because you belong at Twilio.

The Who, What, Why and Where

Twilio is growing rapidly and seeking a Technical Program Manager (TPM) for Flex who is passionate about technical operations and the resulting customer experience. Flex, the first fully programmable cloud contact center, is a platform product that integrates both native Twilio services and well as serving up a pluggable infrastructure that allows partners and customers to extend and customize the platform for their unique needs.  to be a key leader in the evaluation and execution of inorganic growth opportunities for Twilio globally. This role will lead the BU’s technical operations and incident response. This is a new role for the Flex BU and presents an opportunity for the right candidate to build out a first class operations and response process exemplar that set Flex and Twilio apart in how we provide a quality SaaS offering.  

Who?

Twilio is looking for a TPM who lives the Twilio Magic and has a demonstrated track record of leading technical projects or operations.  They also have:

• Background in SaaS Development or operations in a distributed systems environment 
• Excellent Problem Solving and Trouble Shooting skills
• Ability to handle multiple competing priorities in a fast-paced environment.
• Ability to effectively communicate across all levels of the organization from engineers to executives  
• Skill in delivering verbal and written communications to customers that demonstrate an ability to accurately convey information and a sensitivity to the customer’s experience 
• 5-8 years experience in a technical development or operations role with 3+ years managing technical operations or supporting an enterprise level platform
• Four-year Computer Science or related degree, or equivalent work experience

What?

As a Technical Program Manager you will live the Twilio Magic values:

WEAR THE CUSTOMER’S SHOES: 

• Coordinate the response and recovery activities for P1 and P2 customer-impacting issues, including leading development of RFO (Reason For Outage) and related customer communications. 
• Collaborate with centralized Platform SRE and Incident response teams as we evolve and standardize our processes 
• Collaborate with centralized Crisis Management to guide Flex BCP/DR definition, planning, and exercises. 

WRITE IT DOWN:

• Facilitate all P1 and P2 post-mortems, documenting root cause analysis and tracking of resolution of identified fixes and betterments.

DRAW THE OWL:

• Contribute to the definition, development and tracking of effective metrics and R&D improvements that drive improved BU operating performance against SLAs/SLOs
• Consolidate technical operating metrics and lead a regular technical operations review at the BU level. Represent the BU at the corporate level monthly metrics review.
• Gather data from BU teams, industry best practices, and SRE team to lead the definition and adoption of standard monitoring and operability metrics that improve observability and response for issues and incidents for the BU

RUTHLESSLY PRIORITIZE:

• Prioritize and define ROI of operability improvement in a way that is compelling and understandable to Product

Why?

The Flex product is central to Twilio's vision to serve the developer community. It is the contact center platform of the future, enabling customers to have a fully customizable contact center solution. Flex is Twilio’s flagship application product built on top of Twilio’s communication primitives. We serve both enterprise customers as well as the developers that work to customize their Flex solution.

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development, and your entire employee experience. We only win when our employees succeed and we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, and innovation and we want you and your ideas to thrive at Twilio.

Where?

This position will be located in our office at 1801 California Street, Denver, CO. You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, massages, All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.