Director Program Management L6 Flex

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Job Description:
Director - Program Management
Because you belong at Twilio.
The Who, What, Why and Where
Twilio Flex is growing rapidly and is looking for an accomplished, curious, and action oriented Director, Program Management to be an operational leader within the Flex Business Operations team to build and adopt program management for cross functional and cross business unit efforts. With the support of a small team of Program Managers, you will manage and optimize the plan of record for the cross functional teams supporting Flex to execute and be accountable. Program management will be responsible for running cadences with program owners and stakeholders and optimizing them with an eye for increased program velocity and maximizing the utilization of team capacity, shepherding cross functional collaboration and alignment across functional areas (e.g. product, R&D, marketing, presales, sales, finance) and across business units, quickly identifying risks/blockers to program delivery and actively pursuing remedies, and ultimately driving program execution and delivery across a series of related initiatives.
Who:
Twilio is looking for a Director, Program Management who has proven consistent success partnering cross functionally to align resources to accomplish program deliverables, with a sound understanding of the problem determination/problem resolution process.
Experience building and leading the program management function with 5-7 years of experience leading/managing/coaching program managers.
10 years leading technical operations or programs at the enterprise software scale
Exceptional program management skills, the ability to track, identify risks to mitigate, manage complex processes, and a desire to collaborate with multiple teams and multiple projects.
Track record of successfully partnering with cross-functional teams especially with product teams, engineering teams, GTM teams, and customer support teams; collaboration and relationship-building is key.
A natural strategic problem-solver. You are comfortable with ambiguity and 80/20 thinking to quickly tease through complexity and bring structure to uncertainty. You effectively identify and articulate implications up and downstream, taking action or calling out as appropriate.
Experience in spotting blockers and dependency problems in advance of impact and moving solutions for these blockers forward
Expert knowledge of standard processes of program management and scrum methodology, ability to drive standardization and process efficiencies.
Outstanding verbal and written communication.
Strong interpersonal skills with the ability to influence without authority (both horizontally and vertically).
Ability to handle multiple competing priorities in a fast-paced environment.
Bachelor’s degree or equivalent experience required
What:
As a Director, Program Management, you will live the Twilio Magic values:
DRAW THE OWL: Assess existing processes, identify problem areas, and implement solutions to constantly drive increased efficiency, productivity, and quality in a measurable way.
BE AN OWNER: Own Twilio Flex’s Plan of Record, and manage successful delivery of high impact and highly multi-functional programs
WRITE IT DOWN: Establish and commit to consistent reporting of program metrics, performance, and overall patterns and trends.
BE BOLD: Partner with cross functional teams to identify challenges and recommend impactful solutions that exceed the status quo.
BE INCLUSIVE: Develop a deep understanding of the needs and challenges of cross functional teams in Development, GTM, Support, Finance and other cross functional teams to deliver actionable solutions.
NO SHENANIGANS: Navigate complex decisions that require striking the right balance between business growth and risk mitigation objectives.
RUTHLESSLY PRIORITIZE: Consistently raise the bar, and drive a culture of aggressive but achievable expectations management.
EMPOWER OTHERS: Focus consistently on user adoption of data and self service solutions
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, partners and 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 remote in the USA. Around the world, Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and 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 and purposefully builds an inclusive culture that empowers everyone to do their best work 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.
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