SlipstreamJobs tracks this role from the company's public career site. Apply directly on the employer's site.
Twilio is seeking a Senior Manager, Software Engineering (L5) to lead the Know Your Customer (KYC) engineering team within the Compliance Experiences domain. This is a high-impact leadership role overseeing Trust Hub, Twilio's KYC platform that serves as the gateway to accessing all of Twilio's communication APIs.
You will lead a team of 10+ engineers responsible for building compliance services that serve two distinct customer bases: external customers (Twilio's end-users who need seamless regulatory compliance to provision and manage phone numbers globally) and internal customers (engineering teams across Twilio who depend on your team's compliance APIs, services, and operational tooling). Your team processes millions of requests daily.
Key Responsibilities:
- Own the delivery roadmap for the Compliance Domain, including customer-facing compliance services, internal platform APIs, and operational tooling. Partner with Principal and Staff Engineers to translate long-term technical strategy into executable quarterly plans.
- Drive adoption of AI coding assistants (GitHub Copilot, Anthropic Claude, or internal LLMs) within your team, setting expectations for AI-augmented workflows and measuring impact on velocity.
- Take full accountability for operational excellence, including system reliability, incident response, on-call health, and security posture.
- Serve both external and internal customer bases with equal rigor. Partner with Product Management on external compliance workflows while proactively engaging dependent engineering teams to understand their needs and gather feedback.
- Recruit, develop, and retain a world-class engineering team. Build a culture of psychological safety, candid feedback, and career growth. Coach engineers from mid-level to staff-level to reach their full potential.
- Navigate competing priorities across external product features, internal platform needs, and operational tooling investments. Balance requests from Product Management, internal engineering teams, and operations with a clear framework for prioritization.
- Communicate team strategy, progress, and risks clearly to engineering leadership and cross-functional partners through written plans, post-mortems, and decision documents.
- Act as the primary point of contact between the Compliance Domain and stakeholders, managing relationships with Product Management, external-facing teams, and internal engineering teams.
- Model integrity and create an environment where engineers feel safe raising concerns and challenging the status quo.
Requirements:
- 15+ years of software engineering experience with at least 5+ years in engineering management, directly managing a team of 10+ individual contributors.
- Strong hands-on background in designing and operating highly available, cloud-native distributed systems. Must be able to engage deeply in architectural reviews and evaluate technical proposals.
- Deep familiarity with AWS ecosystems (Lambda, EKS, DynamoDB, Kafka), microservices patterns, and infrastructure-as-code practices (Kubernetes, Terraform).
- Demonstrated experience driving AI tool adoption within engineering teams, with ability to articulate a clear vision for how AI accelerates delivery and quality.
- Proven track record of shipping complex software products on time and at high quality, with experience in agile methodologies and data-driven approaches to measuring team health.
- Track record of building diverse, inclusive, high-performing engineering teams, with experience in career frameworks, performance management, and growing engineers to staff-plus levels.
- Strong ability to communicate technical strategy, trade-offs, and team plans to engineering leadership, cross-functional partners, and direct reports.
- Proven ability to manage relationships across multiple stakeholder groups with competing needs, balancing external customer commitments with internal platform obligations.
- Experience owning system reliability for mission-critical services, including incident management, on-call rotations, and SLO-driven operational improvements.
Desired:
- Experience leading a team that builds internal platforms or operational tooling serving other engineering teams, with a product mindset toward internal customers.
- Experience growing and evolving a team through periods of change, including onboarding new engineers, reshaping team processes, and managing through ambiguity.
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
