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Twilio // platform for building messaging applications
Engineering, Full Time    Remote - US    Posted: Thursday, September 10, 2020
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Because you belong at Twilio

The Who, What, Where & Why

Twilio seeks an Engineering Manager to be a key leader in defining a new product offering at Twilio in the customer engagement space. The person in this role will be critical in shaping Twilios data & intelligence strategy, which will empower our customers to create highly personalized communications & experiences for their contacts.

As a Manager in the Engagement organization, you will lead by guiding the engineering team that's building a set of ML-driven APIs that deliver intelligent audience & personalization recommendations using Java & Python. To take it to scale, you will be managing a complex distributed platform with points of presence globally & will be concerned with availability, throughput, & latency. At the core are cloud technologies that enable deployment & management of computing resources globally.


Twilio is looking for a leader who lives the Twilio Magic.  They also have:

  • You have experience leading a team as a Manager with people responsibilities for teams of 4-10 for at least 4 years. You are first & foremost a people person who has the ability to attract & motivate top talent. You are curious, collaborative, humble & have empathy as a key trait.
  • You are a strategic thinker & thrive operating in broad scope, from conception through the continuous operation of 24x7 services. As a pragmatist, you are able to distill complex & ambiguous situations into actionable plans for your team. You are someone who has solved complex problems & have the aptitude to navigate uncharted waters.
  • You are a master of agile processes, continuous integration, & test automation. Ideally, you have completed formal Agile training & have managed a Scrum team.
  • You have been a developer yourself with a minimum of five years of hands-on experience developing & scaling Java or similar technical stacks. Experience managing software & machine learning engineers in a technical & complex operations environment are highly desired. Ideally, you have experience in a production Cloud / DevOps environment.


As an Engineering Manager, you will live the Twilio Magic values:

  • BE AN OWNER: Lead & grow a team of passionate engineers as they deliver the Engagement product. Provide support & guidance that enables the team to self-organize & to achieve sustained high velocity & predictability.
  • EMPOWER OTHERS: Manage employee career development by providing coaching & mentoring to junior engineers while guiding senior contributors to maximize their potential. Provide continuous performance feedback, collaborate with employees on their objectives & provide a clear path for progression through personal development plans.
  • BE BOLD: Be hands-on with the engineering team - contributing to the code base in the early days of the team & product.
  • DONT SETTLE: Institute development best practices to ensure the team produces high quality, well-architected & supportable code. Lead code & architecture design reviews
  • WEAR THE CUSTOMER SHOES: Own, operate & maintain your teams services. Employ Agile methodologies to continuously deliver value to customers. Institute & maintain a rotating on-call incident escalation & response processes for the team.
  • RUTHLESSLY PRIORITIZE: Collaborate on roadmaps with Product Managers, Architects & Tech Leads to ensure the team has clear direction & priorities. Ensure there are cross-training & a healthy balance between features & technical debt.
  • NO SHENANIGANS: Interface with our central design team to ensure consistency across our user experiences.
  • Serve as the teams Scrum Master, breaking down roadblocks as well as managing communications with stakeholders & dependent teams. Create a culture of continuous improvement through retrospection.
  • EMPOWER OTHERS:As a member of the Engineering Management team, foster leadership principles & behaviors throughout the organization to groom the next generation of leaders.
  • BE INCLUSIVE: Act as an ambassador for Twilio, recruiting & motivating top talent.


Today, Twilio powers the delivery of billions of the worlds communications. Increasingly, were hearing from our B2C customers that theyre struggling to harness the massive amounts of valuable data they generate, much of which stems from the communications we help them send. We seek to uncover how Twilio can help customers utilize their valuable data to create unique, individualized experiences that their competitors cant replicate. We want to help them become more proactive (outcome-driven) than reactive (event-driven) in their customer engagements. We are a new initiative & team at Twilio that will function much like an internal start-up. If you want to shape the future of B2C Customer Engagement & Twilio, this team is for you!

Twilio is a company that is empowering the worlds 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, & your entire employee experience. We only win when our employees succeed & we're dedicated to helping you develop your strengths. We have a cultural foundation built on diversity, inclusion, & innovation & we want you & your ideas to thrive at Twilio.


We employ diverse talent from all over the world & we believe great work can be done anywhere. Around the world, Twilio offers benefits & perks to support the physical, financial, & emotional well being of you & your loved ones. No matter where you are based, you will experience 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 & purposefully builds an inclusive culture that empowers everyone to do their best work & 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 & email by virtualizing the worlds communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the worlds most demanding applications. By making communications a part of every software developers toolkit, Twilio is enabling innovators across every industry from emerging leaders to the worlds largest organizations to reinvent how companies engage with their customers.

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