Director of Product Management, Twilio

• 12+ years in technical product management
• 5+ years in management, with 3+ years’ experience of leading a management team with subordinate direct reports
• Prior hands-on leadership of a project management office (PMO) or a comparable project/program leadership role
• Commensurate Bachelor’s or Master’s degree in business administration, information technology, engineering, computer science or a related field
• Demonstrated expertise applying AI/ML or LLM technologies to business‑process automation
• Fluency with modern cloud architectures, APIs, and workflow automation tools
• Experience with customer service technologies such as CRM, helpdesk, knowledge management, or internal collaboration platforms
• Track record of delivering cross-functional projects in matrixed organizations
• Exceptional communication skills, both written and verbal
• Empathy for internal users, strong sense of ownership, and a passion for process improvement and enablement
• Demonstrated ability to measure and communicate success using non-monetary KPIs

Desirable

• This position is needed to lead the next generation of internal AI products that elevate every customer interaction.
• You will own and expand our flagship initiatives, the Customer Help Center Assistant plus our Sales, Ops, and Support Copilots, transforming advanced language models, predictive analytics, and automation into intuitive tools that boost user productivity, shorten resolution times, and delight both employees and customers
• In this role you will set the vision, strategy, and delivery plan for the entire portfolio while scouting future AI opportunities that streamline workflows and surface insights.
• You will balance big‑picture thinking with hands‑on execution, partnering closely with Engineering, IT, and operational leaders to convert cutting‑edge technologies into measurable business impact
• Product Vision & Roadmap: Develop and own the product vision, strategy, and multi-year roadmap for internal Sales, Ops, Support and customer service AI solutions, aligning with company goals and stakeholder needs
• Requirements Elicitation: Lead discovery sessions, analyze data, and map user journeys to capture needs, then produce complete, prioritized BRDs and user stories so Engineering can build the right solution on the first try
• Team Leadership: Manage a team of passionate product managers. Foster professional growth and a collaborative, high-performance culture
• Cross-Functional Collaboration: Partner closely with efficiency engineering, IT, support operations, R&D, and business leaders to define requirements, set priorities, and deliver excellent internal user experiences
• Internal Customer Advocacy: Gather feedback from internal customers (e.g., support reps, implementation teams) to identify pain points and opportunities for improvement
• Outcome-Based Measurement: Define product success using internal metrics such as engagement, productivity, process efficiency, CSAT, and adoption, not revenue
• Project & Program Management: Leverage experience running a PMO to foster best practices in project delivery, change management, and stakeholder communication. Shepherd standard joint‑SDLC practices to keep Engineering and Product in lockstep
• Continuous Improvement: Foster a culture of data-driven decision-making, proactively identifying opportunities to automate, streamline, and scale internal support operations
• 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

• Applications for this role are intended to be accepted until July 30, 2025, but may change based on business needs