Staff, Product Manager AI Risk & Compliance Operations

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 (https://customers.twilio.com/) and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work (https://www.twilio.com/en-us/blog/open-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.

See yourself at Twilio

Join the team as Twilio’s next Staff Product Manager - AI Risk & Compliance Operations on Twilio's Efficiency Operations team.



About the job

Twilio's Efficiency Operations team is at the epicenter of our AI transformation, building the Wise Owl framework - an enterprise agentic AI platform that empowers Twilions to automate how we work, available everywhere we work.

This role focuses specifically on transforming how Twilio's Onboarding & Compliance Operations organization functions through AI-powered tools and agentic solutions.

As Twilio grows, compliance teams play a crucial role in protecting the ecosystem from fraud while ensuring legitimate customers can start building quickly.

This role focuses on creating intelligent products and automation that make those teams more effective, improving how Twilio detects risk, investigates accounts, and verifies customers at scale.

As the Staff Product Manager focused on Risk & Compliance Operations, you will build the tools, dashboards, and AI-powered workflows that streamline how Twilio’s internal compliance teams work.

You’ll design and deliver systems that unify scattered data sources, automate manual investigations, and surface insights through intuitive, agentic interfaces.

You will collaborate closely with Operations, Risk, Security, and Engineering to identify inefficiencies in manual review and enforcement processes and then design scalable solutions, from compliance dashboards to intelligent vetting automation, that reduce time-to-action and improve decision quality.

Responsibilities

In this role, you’ll:


+ Define and execute the product roadmap for compliance efficiency products that make internal ops teams more productive and informed.

Collaborate with Operations, Risk, and Security stakeholders to identify their biggest pain points and translate them into scalable, automated product capabilities reflected on a clear roadmap.

+ Build intelligent dashboards and automation that consolidate fragmented workflows, giving teams a single source of truth for risk and compliance investigations.

+ Design and build agentic solutions using the Wise Owl framework to help compliance and onboarding specialists perform faster reviews, automate repetitive steps, and surface relevant insights through AI reasoning.

+ Lead the development of onboarding and compliance capabilities including:


+ AI-powered user vetting and automated account risk assessment

+ Fraud detection systems and pattern recognition agents

+ Build compliance investigation tools and operational dashboards

+ Intelligent ticket routing and automated case triage

+ Knowledge retrieval systems for compliance policies and procedures

+ Automated workflow orchestration for onboarding and compliance processes

+ Product integrations with risk platforms (Sift, Zendesk, etc.)

+ Analytics and insights for operational performance


+ Partner with Engineering, Data, and AI/ML teams to operationalize explainable models, anomaly detection, and workflow automation that improve accuracy and reduce manual effort.

+ Deliver measurable impact by simplifying complex data environments, reducing tool fragmentation, and enabling real-time investigation and decision-making.


Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply.

If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio.

We are always looking for people who will bring something new to the table!

*Required:


+ 7+ years of product management experience, with at least 3 years in risk, compliance, trust & safety, or operational tooling domains.

+ Proven ability to build internal platforms or automation that improve productivity for operational teams.

+ Strong understanding of compliance and risk systems (Salesforce, Looker, Sift, etc.).

+ Analytical and data-driven mindset; comfortable working with complex data flows and investigation tooling.

+ Excellent stakeholder management and communication skills; ability to translate operational needs into product requirements.

+ Demonstrated success driving efficiency through workflow design and automation.


Desired:


+ Experience with fraud detection, account vetting, or compliance operations at scale.

+ Familiarity with regulatory frameworks (GDPR, CCPA, OFAC, TCPA).

+ Background in AI/ML-driven automation, workflow orchestration, or agentic systems.

+ Experience designing internal tools or dashboards for ops or risk teams.

+ Understanding of how to apply AI reasoning and automation to manual review workflows.




Location

This role will be remote and based in Ontario, British Columbia or Alberta, Canada.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other.

For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

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.

The estimated pay ranges for this role are as follows:


+ Based in British Columbia.

: $142,800- $178,500.00 CAD.




The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.



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 (https://www.twilio.com/company/values) .

Additionally, we empower employees to build positive change in their communities (https://twilio.org/support-and-resources/impact-fund) 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.

(https://www.twilio.com/company/jobs#open-positions)

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.

Required Skill Profession

Other General