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Senior Manager, Software Engineering (L5)

Twilio · Posted Oct 9

Cloud-based customer engagement platform providing APIs for messaging, voice, email, and customer data orchestration

Remote - India (Karnataka, Tamil Nadu, Telangana State, Maharashtra and New Delhi)Full-timeRemote · India-wide (Karnataka, Tamil Nadu, Telangana State, Maharashtra and New Delhi)Lead/Staff15+ years₹90.0L–₹1.5Cr yearly95 applicants
Cloud CommunicationsCPaaSCustomer EngagementAPIsSoftwarePublic Company
Full time

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About the role

Twilio is a remote-first communications platform company whose customers and developers build personalized customer experiences using its communication APIs. The Compliance Experiences organization is building Twilio's new Compliance Domain, and the KYC engineering team owns Trust Hub, Twilio's KYC Platform and the gateway to all of Twilio's communication APIs, serving both external customers provisioning phone numbers globally and internal engineering teams. This Senior Engineering Manager role leads that team, owning people strategy, delivery execution, and stakeholder relationships for a platform processing millions of requests daily.

What you will do

  • DRAW THE OWL: Own the delivery roadmap for the Compliance Domain, including customer-facing compliance services, internal platform APIs, and Ops Tooling. Partner with Principal and Staff Engineers to translate long-term technical strategy into executable quarterly plans and measurable outcomes.
  • ACCELERATE WITH AI: Drive the adoption of AI coding assistants (GitHub Copilot, Anthropic Claude, or internal LLMs) within your team. Set expectations for AI-augmented workflows, measure the impact on team velocity, and create the psychological safety for engineers to experiment with new tools.
  • BE AN OWNER: Take full accountability for your team's operational excellence, including system reliability, incident response, on-call health, and security posture. Make high-judgment calls that balance speed, quality, and risk.
  • WEAR THE CUSTOMER'S SHOES: Serve two customer bases with equal rigor. For external customers, partner with Product Management to ensure compliance workflows are seamless and developer-friendly. For internal customers, proactively engage with dependent engineering teams to understand their needs, gather feedback on your team's APIs and Ops Tooling, and ensure your platform enables them to move faster. Ground every decision in customer data and feedback from both audiences.
  • EMPOWER OTHERS: Recruit, develop, and retain a world-class engineering team. Build a culture of psychological safety, candid feedback, and career growth. Coach your engineers-from mid-level to staff-to reach their full potential and take on increasing ownership. Champion diversity, equity, and inclusion in every hiring and development decision.
  • RUTHLESSLY PRIORITIZE: Navigate competing priorities across external product features, internal platform needs, and Ops Tooling investments. Balance requests from multiple stakeholders-Product Management, internal engineering teams, and operations-with a clear framework for saying "no" to protect focus. Ensure resources are aligned to the highest-impact work across all three pillars.
  • WRITE IT DOWN: Communicate team strategy, progress, and risks clearly and consistently to engineering leadership and cross-functional partners. Author team plans, post-mortems, and decision documents that create transparency and alignment.
  • BUILD BRIDGES: Act as the primary point of contact between the Compliance Domain and its stakeholders. Manage relationships with Product Management, external-facing teams, and internal engineering teams that depend on your compliance services and Ops Tooling. Proactively communicate roadmap plans, surface trade-offs, negotiate priorities, and ensure stakeholders have clear visibility into what your team is delivering and why.
  • NO SHENANIGANS: Model integrity in every interaction. Create an environment where engineers feel safe raising concerns, surfacing problems early, and challenging the status quo. Hold yourself and your team to the highest standards of ethical behavior.

Skills used in this role

AWSLambdaEKSDynamoDBKafkaKubernetesTerraformMicroservicesDistributed SystemsInfrastructure as CodeGitHub CopilotAnthropic ClaudeLLMsAI Coding AssistantsAgile

What the employer is looking for

  • 15+ years of software engineering experience with at least 5+ years in engineering management, leading a team of 10+ engineers and directly managing individual contributors.
  • Technical Depth: Strong hands-on background in designing and operating highly available, cloud-native distributed systems. You don't need to write code daily, but you must be able to engage deeply in architectural reviews, evaluate technical proposals, and earn the trust of your senior engineers.
  • Cloud-Native Fluency: Deep familiarity with AWS ecosystems (Lambda, EKS, DynamoDB, Kafka), microservices patterns, and infrastructure-as-code practices (Kubernetes, Terraform).
  • AI-Forward Mindset: Demonstrated experience driving AI tool adoption within your engineering team. You should be able to articulate a clear vision for how AI accelerates your team's delivery and quality.
  • Delivery Excellence: Proven track record of shipping complex software products on time and at high quality. Experience with agile methodologies and a data-driven approach to measuring team health and productivity.
  • People Leadership: A track record of building diverse, inclusive, high-performing engineering teams. Experience with career frameworks, performance management, and growing engineers from mid-level to staff-plus.
  • Clear Communication: Strong ability to communicate technical strategy, trade-offs, and team plans to engineering leadership, cross-functional partners, and your direct reports.
  • Stakeholder Management: Proven ability to manage relationships across multiple stakeholder groups with competing needs. Experience balancing external customer commitments with internal platform obligations and communicating trade-offs transparently.
  • Operational Rigor: Experience owning system reliability for mission-critical services, including incident management, on-call rotations, and SLO-driven operational improvements.

Preferred qualifications

  • Platform & Tooling Leadership: Experience leading a team that builds internal platforms or operational tooling serving other engineering teams, with a product mindset toward internal customers.
  • Team Scaling: Experience growing and evolving a team through periods of change, including onboarding new engineers, reshaping team processes, and managing through ambiguity.

Benefits and support

  • competitive pay
  • generous time off
  • parental and wellness leave
  • healthcare
  • retirement savings program
  • support for volunteering and donation efforts

About Twilio

Twilio logo

Twilio

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Twilio is a cloud communications platform-as-a-service company that allows software developers to programmatically make and receive phone calls, send and receive text messages, and perform other communication functions using its web service APIs. The company also offers customer engagement software and a customer data platform, Twilio Segment, to help businesses personalize interactions at scale. Today, it operates as a key infrastructure provider powering digital communications for brands worldwide.

Industry
Cloud Communications
Company size
5000-10000 employees
Founded
2008
Location
San Francisco, California, USA
Funding stage
Public Company

Funding

Public Company · $240M raised

Fidelity InvestmentsBessemer Venture PartnersUnion Square VenturesT. Rowe PriceAltimeter Capital
  • 2021-07-31Post IPO Debt
  • 2018-05-01Post IPO Equity
  • 2015-07-31Series E

Leadership

KS
Khozema Shipchandler

Chief Executive Officer

AV
Aidan Viggiano

Chief Financial Officer

CL
Christy Lake

Chief Administrative Officer

TW
Thomas Wyatt

President, Twilio Segment / Chief Revenue Officer

CK
Chris Koehler

Chief Marketing Officer

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