Senior Technical Program Manager, Services Tools & Diagnostics

See yourself at Twilio

Join the team as our next Senior Technical Program Manager, Service Delivery Systems on the GCS Strategy & Operations team.

About the job

We are looking for a hands-on technical builder to join the GCS Strategy & Operations organization. This role owns the technical foundation that powers how GCS delivers customer outcomes at scale — the intelligent automation, knowledge systems, and decision logic embedded in the service delivery workflows of our Technical Account Management, Professional Services, and Engagement Management teams. You'll design and build systems, including AI workflows that operate within the Customer Experience Operations (CXO) governance model and you'll be accountable to GCS business outcomes: resolution rates, revenue-per-headcount, product adoption and more.  

This role sits at the intersection of engineering and program management. You'll write code every week, but your success is measured in GCS outcomes for customers, not a technology roadmap. You'll partner daily with GCS Program Managers, Technical Account Management, Professional Services and Twilio Engineering teams to turn director-level business requirements into reliable, auditable systems.

Responsibilities

In this role, you’ll:

• Architect and build the systems that encode how GCS operates — account health observability, intelligent routing, knowledge retrieval, and workflow automation across our TAM, PS, and EM motions; including cost optimization.
• Build AI workflows using the Anthropic Claude API, Claude Agent SDK, and Claude Code, including MCP (Model Context Protocol) servers that connect agents to Slack, Jira, Zendesk, Grafana, Airtable, and internal Twilio systems.
• Partner with CXO to design the decision frameworks that determine when systems act autonomously, when humans stay in the loop and own the guardrails — edge cases caught, prompt injection blocked, unintended behaviors prevented — that keep failure rates low.
• Extend GCS's observability and analytics foundation with production-quality dashboards and integrations across Grafana (ClickHouse-backed), Salesforce, Tableau, Looker, and Airtable — choosing the right tool for the audience and data source rather than defaulting to one platform.
• Operate within CXO's vetting-and-graduation governance model, and help mature it: versioning, evaluation frameworks, A/B testing, and systematic performance measurement across scenarios with GCS specific focus.
• Instrument everything you build — retrieval accuracy, action success rates, deflection, and failure p