Job Description
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
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Hiring and how we work
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
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See yourself at Twilio
Join the team as Twilio’s next Partner Program Manager.
About the job
As we scale our global partner ecosystem, reliable execution and team collaboration are the foundation of our success. We are seeking a highly organized, execution-focused Partner Program Manager to manage our daily Partner Operations & Commercial Systems workflows. If you bring a strong “can-do” attitude, thrive in a heads-down environment clearing issues and resolving tickets, and have hands-on experience maintaining data accuracy across CRM and PRM systems, this role is an exciting opportunity to keep Twilio’s partner engine running smoothly.
In this role, you will be the operational backbone of the global partner program. Sitting within the Partner Operations & Commercial Systems pillar, your primary focus will be managing day-to-day operations: clearing support queues, reviewing partner applications, processing deal registrations, and fielding direct inquiries from our unmanaged partner desk.
As a true team player, you will work closely with cross-functional partners to ensure tasks are completed accurately and on time. You will take ownership of onboarding SLAs, and proactively lean in to keep daily operations moving without friction.
Responsibilities
In this role, you’ll:
- Ticket & Queue Management: Serve as the primary operator for the partner desk, consistently clearing daily Zendesk and CRM queues for partner applications, support inquiries, and directory listings.
- Deal Registration & Lead Routing: Manually review, verify, and route inbound deal registrations and co-selling feeds, ensuring high data accuracy and strict adherence to turnaround SLAs.
- Data Hygiene & Maintenance: Execute the day-to-day administrative and data-entry tasks required to keep our ecosystem running, maintaining accurate records across platforms like Salesforce and Airtable.
- Process Execution & Incremental Improvement: Maintain laser focus on executing existing manual workflows with precision and speed. While executing the day-to-day is the priority, you will also be encouraged to flag bottlenecks and share ideas for future process automation.
- PRM Experience: Familiarity with Partner Relationship Management (PRM) platforms (Impartner) and account mapping utilities (like Crossbeam).
- Ecosystem Understanding: Understanding of standard channel models (Resell, Referral, ISV, SI) and standard partner support inquiries.
Location
This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately <XX%> travel is anticipated to help you connect in-person in a meaningful way.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Compensation
The estimated pay ranges for this role are as follows:
- Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $96,640 - $120,800.
- Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $102,240 - $127,800.
- Based in the San Francisco Bay area, California: $113,600 - $142,000.
- This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
Application deadline information
Applications for this role are intended to be accepted until November 30,2026, but may change based on business needs.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.
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Stay alert to recruitment fraud
We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.
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Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
