Partner Program Manager

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. .

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. .

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 remo