Staff, Product Manager - AI/ML

See yourself at Twilio

Join the team as Twilio’s next Staff Product Manager, AI/ML on Twilio's Efficiency Operations team.

About the job

Twilio's Efficiency Operations team is spearheading GTM’s AI transformation that will redefine how we operate as a company. Our Wise Owl AI platform is revolutionizing how Twilions work across Sales, Support, and Operations 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 team within our Efficiency Operations organization, you'll help define the product roadmap and lead the foundational AI/ML capabilities that power our entire Wise Owl ecosystem. 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. This is a horizontal product management role that will influence every AI interaction across Twilio's go-to-market organization.

Responsibilities

In this role, you’ll:

• Define and execute the AI/ML product & platform roadmap, establishing technical requirements for model development, training pipelines, and AI reasoning capabilities. 
• Understand the AI/ML needs of internal product teams building vertical agents, ensuring the platform provides the right abstractions, performance, and reliability. Partner closely with data scientists and ML engineers to translate business requirements into scalable AI solutions.
• Lead the development of cutting-edge AI capabilities, including:
• 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
• Collaborate with vertical product teams to enable them to leverage AI/ML platform capabilities effectively. Train and evangelize best practices for AI/ML implementation across the organization.
• 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 products
• Deep understanding of NLP, LLMs, and AI platform architecture
• Experience with enterprise AI platforms, model deployment, and MLOps workflows
• Proficiency with SQL and ability to extract, analyze, and interpret data independently
• Strong technical background with experience in AI/ML model lifecycle management
• Proven track record of building horizontal platform products that enable other teams
• Experience working with data science and ML engineering teams
• Bachelor's degree in Computer Science, Engineering, or equivalent experience 

Desired:

• Experience with AI/ML architecture, AI gateway, and agentic AI systems
• 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
• 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. : $126,000.00 - $157,500.00.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $133,400.00 - $166,700.00.
• Based in the San Francisco Bay area, California: $148,200.00 - $185,200.00.
• 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.