Staff, Product Manager AI/ML Platform

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/ML Platform on Twilio's Efficiency Operations team.

About the job

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

Our platform is designed to support a multitude of GTM functions (Sales, Support, Operations, etc.) by deploying intelligent agentic solutions that automate complex workflows and deliver unprecedented user experiences.

We're building the future of work at Twilio, and this role offers the opportunity to be at the forefront of enterprise AI innovation.

As Staff Product Manager for the AI/ML Platform team within our Efficiency Operations organization, you'll help define the product roadmap and lead the foundational AI/ML platform capabilities that power our entire Wise Owl ecosystem.

AI/ML Capabilities:



You'll help build the AI reasoning engines, and develop new enterprise capabilities for the AI platform including AI Gateway, multi-LLM serving infrastructure, MLOps automation, and machine learning models that enable vertical GTM agents to deliver magical experiences.



Platform Capabilities:


You'll own the core platform that enables rapid deployment of AI agent teams across Twilio.

You'll build the Agent SDK, workflow designer, multi-agent orchestration capabilities, RBAC, and enterprise features that allow subject matter experts to create powerful AI solutions with minimal code.

This is a horizontal product management role that will influence every AI interaction across Twilio's go-to-market organization.

Responsibilities

As a Staff Product Manager, you will:


+ Be a platform expert: Own the strategy and roadmap of our platform capabilities.

Define requirements for the Agent platform, workflow designer, multi-agent architecture, and enterprise platform capabilities.

Maintain comprehensive documentation for the framework's APIs, integrations, and best practices.



+ Define and lead the technical requirements for model development, training pipelines, and AI reasoning capabilities that power the long term success of our platform.



+ Understand the needs of internal teams building vertical AI agents (Sales, Support, Operations) and external enterprise customers who will leverage the platform.

Design intuitive no/low-code experiences for subject matter experts to create and manage AI agents.

+ Lead the development of cutting-edge AI capabilities across our platform:


+ Generative AI technologies, large language models (LLMs), Multi-agent systems and LLM evaluation frameworks

+ Agent observability, Multi-LLM serving and AI gateway infrastructure

+ MLOps automation for training, serving, and orchestration

+ AI reasoning engines for complex agentic workflows

+ ML model garden with models like propensity to buy, wallet size, and churn prediction

+ AI analytics, sentiment analysis and conversational intelligence

+ Multi-agent architecture supporting agent-to-agent and AI-to-human conversation transfers

+ Agent & Workflow Designer for no/low-code agent creation

+ Enterprise features: RBAC, monitoring, debugging, and analytics

+ Conversational AI/UI/UX components built on Twilio's PASTE design system

+ Integration platform for enterprise systems (Salesforce, Zendesk, Slack, etc.)

+ Data retention policies, OAuth support, and enterprise security features



+ Enable teams across Sales, Support, and Operations to build sophisticated AI agents using the platform.

Provide training, documentation, and evangelization of platform capabilities.

+ Deliver measurable improvements in AI response quality, model performance, and platform reliability.

Communicate progress transparently to leadership and stakeholders.


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 focused on AI/ML initiatives, ideally building platform or framework products

+ Deep understanding of NLP, LLMs, and AI platform architecture

+ Strong technical background with experience in AI/ML model lifecycle management

+ Experience with enterprise AI platforms, model deployment, and MLOps workflows

+ Deep Knowledge of API design, SDK development, and developer platform products

+ Experience building platform-wide requirements including RBAC, security, and compliance

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

+ Bachelor's degree in Computer Science, Engineering, or equivalent experience


Desired:


+ Experience with AI/ML architecture, AI gateway, and agentic AI systems

+ Experience with multi-agent systems, agentic AI platforms, or AI orchestration

+ Knowledge of enterprise AI governance, security, and compliance requirements

+ Experience with cloud services (AWS, GCP, Azure etc.) and ML frameworks

+ Understanding of conversational AI, RAG systems, and knowledge retrieval

+ Knowledge of enterprise UI/UX frameworks and component libraries

+ Background in building developer tools or no/low-code platforms

+ Experience with A/B testing methodologies and experimental design

+ Background in building AI platforms for enterprise customers or internal teams




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