Senior Manager, Software Engineering (L5)

Overview

Lead Twilio's Know Your Customer (KYC) engineering team within the Compliance Domain. Own people strategy, delivery execution, stakeholder relationships, and operational excellence for Trust Hub, the KYC Platform, compliance APIs, services, and Ops Tooling processing millions of requests daily.

What you'll do

• Own the delivery roadmap for 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.
• Drive adoption of AI coding assistants, including GitHub Copilot, Anthropic Claude, or internal LLMs.
• Set expectations for AI-augmented workflows, measure their impact on team velocity, and create psychological safety for experimentation.
• Take accountability for operational excellence, including system reliability, incident response, on-call health, and security posture.
• Partner with Product Management to make external compliance workflows seamless and developer-friendly.
• Engage dependent engineering teams, gather feedback on APIs and Ops Tooling, and ensure the platform enables them to move faster.
• Recruit, develop, and retain an engineering team; build psychological safety, candid feedback, and career growth.
• Coach engineers from mid-level to staff to reach their potential and take on increasing ownership.
• Champion diversity, equity, and inclusion in hiring and development decisions.
• Prioritize external product features, internal platform needs, and Ops Tooling investments across multiple stakeholders.
• Communicate team strategy, progress, and risks to engineering leadership and cross-functional partners.
• Author team plans, post-mortems, and decision documents.
• Manage relationships with Product Management, external-facing teams, and internal engineering teams.
• Communicate roadmap plans, surface trade-offs, negotiate priorities, and provide visibility into delivery.
• Model integrity and create an environment where engineers can raise concerns, surface problems, and challenge the status quo.

What you'll need

• 15+ years of software engineering experience.
• At least 5+ years in engineering management.
• Experience leading a team of 10+ engineers and directly managing individual contributors.
• Strong hands-on background designing and operating highly available, cloud-native distributed systems.
• Ability to engage deeply in architectural reviews, evaluate technical proposals, and earn the trust of senior engineers.
• Deep familiarity with AWS ecosystems, including Lambda, EKS, DynamoDB, and Kafka.
• Familiarity with microservices patterns and infrastructure-as-code practices, including Kubernetes and Terraform.
• Demonstrated experience driving AI tool adoption within an engineering team.
• 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.
• 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.
• 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.
• Experience balancing external customer commitments with internal platform obligations and communicating trade-offs transparently.
• Experience owning system reliability for mission-critical services, including incident management, on-call rotations, and SLO-driven operational improvements.

Nice to have

• 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.

Details

• Remote role based in India - Karnataka, Tamil Nadu, Telangana State, Maharashtra and New Delhi.
• May require occasional travel for project or team in-person meetings.