Senior Director - Technical Program Manager ( L7)

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

• Desire to continually learn and improve upon existing approaches and methodologies - and create approaches when none exists

• A passion for technology, marketing and messaging

• Positive, team-oriented demeanor

Desired:

• Minimum 6 years of experience in product, engineering or operations - with a strong track record of progressive experience and responsibility

• Experienced team leader with ability to build and grow a team

• Strong knowledge of marketing desired

• Bachelor degree, MBA is a plus

Location

This role will be remote based in the US.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $223,300.00-$279,200.00

• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $236,500.00-$295,600.00

• Based in the San Francisco Bay area, California: $$262,700.00- $328,400.00

• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Applications for this role are intended to be accepted until 8/27/25, but may change based on business needs.