Staff, Product Manager AI Support Operations & Help Center

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 us as our next Staff Product Manager - AI Support Operations & Help Center 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 Customer Support organization operates through AI-powered tools and customer-facing experiences.

As Staff Product Manager for AI Support Operations & Help Center within the Efficiency Operations team, you'll lead two critical initiatives: (1) revolutionizing our help center experience to enable better customer self-service and knowledge discovery, and (2) building intelligent AI agents that make our support team dramatically more productive through advanced knowledge retrieval, case deflection methodologies, and automated workflows.

You'll build AI agents that sit on top of the Wise Owl framework, focusing on use cases that transform how Twilio delivers world-class customer support at scale.

Responsibilities

In this role, you’ll:


+ Lead and define the product roadmap for customer support products and AI agents: establishing requirements for help center experiences, customer self-service capabilities, support agent productivity tools, case deflection methodologies, and automated support workflows.

Create detailed specifications for both agentic AI capabilities and traditional product features, integrations, and success metrics.

+ Deeply understand customer support pain points and workflows: including how customers search for help, how support agents resolve cases, and where automation can drive efficiency.

Design AI experiences and product solutions that improve agent productivity, reduce manual overhead, accelerate case resolution, and enhance CSAT.

+ Lead the development of support efficiency capabilities including:


+ Help center assistants and knowledge management tools for customer self-service

+ AI-powered support case deflection and intelligent routing

+ Knowledge retrieval systems for support agent productivity

+ Automated support workflows and ticket triage

+ Live chat AI agents and conversational support experiences

+ Product integrations with business systems (Salesforce, Zendesk, etc.)

+ Conversational AI and traditional UI experiences that streamline support operations

+ Analytics and insights for support team performance


+ Partner with the Customer Support organization to train them on AI capabilities and new product features: optimizing their workflows.

Share insights and best practices across the organization on both AI agent implementation and traditional product adoption strategies.

+ Deliver measurable improvements in key support metrics including case deflection rates: first response time, resolution time, agent productivity, and customer satisfaction (CSAT) through both agentic AI implementations and traditional product enhancements.

Track and report on product performance, adoption, and business impact.


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 in product management at a fast-paced technology company, with 3+ years in customer support, customer experience, or service operations products

+ Strong understanding of customer support operations, help desk workflows, and knowledge management systems

+ Experience with conversational AI, agentic systems, or support automation tools

+ Proficiency with SQL and ability to extract, analyze, and interpret data independently

+ Strong analytical skills with experience in support metrics (case deflection, CSAT, resolution time, agent productivity)

+ Experience working with customer support teams to optimize workflows and drive adoption

+ Knowledge of support platforms (Zendesk, Salesforce Service Cloud, etc.)

+ Bachelor's degree or equivalent experience


Desired:


+ Experience with AI-powered support tools, chatbot platforms, or customer service automation systems

+ Understanding of customer support best practices, ITIL frameworks, or service delivery methodologies

+ Knowledge of help center platforms, knowledge base systems, and self-service tools

+ Experience with contact center technologies and omnichannel support strategies

+ Background in customer experience optimization or support operations excellence

+ Familiarity with support analytics, workforce management tools, and quality assurance systems

+ Experience building products for both internal support teams and external customers


Location

This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.



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.



Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State.

The information below is provided for candidates hired in those locations only.



The estimated pay ranges for this role are as follows:


+ Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $152,500 - $190,600.

+ Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $161,500 - $201,800.

+ Based in the San Francisco Bay area, California: $179,400 - $224,200.

+ 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 15, 2025, 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 (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