Staff, Product Manager – AI/ML

About Twilio

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 and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first 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.

Job Summary

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

Key Responsibilities

• 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.