Program Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Establish, manage, and fulfill customer expectations related to scope, budget, and timelines.

• Ensure effective implementations, customer satisfaction, outstanding customer experience, and increased usage of the platform.

• Act as the primary point of contact for customers throughout the delivery of engagements.

• Direct solution architecture, system configuration, integration patterns, and deployment strategies.

• Supervise solution design, implementation, configuration, production monitoring, and compliance with Twilio best practices.

• Collaborate with members of the Professional Services team to design, configure, and implement solutions.

• Lead technical team members in architecting solutions, configuring systems, writing custom code, and establishing integrations.

• Evaluate customer usage patterns, technical health, and implementation strategies to pinpoint optimization opportunities.

• Suggest solutions or additional services to enhance value and promote platform adoption.

• Dispatch status reports, action logs, and other project documentation.

• Relay progress, risks, and solutions to stakeholders.

⛳️ Requirements

• Over 5 years of project/program management experience in delivering or implementing software solutions, ideally SaaS-based.

• Outstanding written and verbal communication, persuasion, and presentation abilities.

• Capability to manage competing priorities in a fast-paced environment, whether independently or in collaboration.

• Proactive approach to driving projects forward in uncertain situations.

• Proficiency in effective communication across various levels, from engineers to executives, and advising leadership.

• Expertise in troubleshooting and resolving technical issues related to software configuration, data mapping, API integrations, and system deployments.

• Strong strategic and tactical problem-solving abilities.

• Proven track record as a subject matter expert and trusted advisor to customers in software implementation or technical consulting.

• Experience in identifying technical obstacles and dependency issues prior to customer impact.

• Willingness to work non-standard hours and travel as necessary, usually not exceeding 10% annually.

• Familiarity with Twilio technologies, delivery frameworks, implementation methodologies, Agile/Scrum/Six Sigma/Kanban/Kaizen, CRM or SaaS platforms, APIs, web-service integration patterns, and middleware is preferred.

• PMI or Scrum.org certification is a plus.

• Experience with solution design, system configuration, implementation support, industry best practices, regulatory requirements, and communication-channel use cases is advantageous.

🏝️ Benefits

• Competitive salary.

• Generous vacation policy.

• Substantial parental and wellness leave.

• Healthcare benefits.

• Retirement savings plan.

• Support for employee volunteerism and donation initiatives.