Principal Product Manager, Twilio

• Extensive Experience: 8+ years of Product Management experience, with a focus on backend services, internal platforms, or intelligent automation
• Contextual AI Expertise: Deep understanding of how to build AI systems that utilize contextual data (user state, account history, real-time logs) to provide relevant, personalized assistance
• Experience with RAG & Tooling: Familiarity with building RAG pipelines and giving agents "tools" (e.g., the ability to look up a customer's recent SID errors or billing status) to solve problems
• Growth-Oriented Mindset: Proven ability to use AI to drive business metrics like time-to-first-hello, churn reduction, and support ticket deflection
• Technical Acumen: Ability to design backend systems that can handle high-concurrency AI interactions while maintaining strict data privacy and security
• Storytelling & Influence: Experience convincing product teams to integrate centralized AI services into their specific product silos

Desirable

• This position is a high-leverage leadership role designed to drive the strategy and execution of Twilio’s Copilot Backend Services
• You will build the foundational AI orchestration engines that power Twilio’s own intelligent agents—the virtual experts that serve our customers across the Twilio Console and various support channels
• As a Principal PM, you will define how our backend services ingest vast amounts of Twilio-specific product knowledge, documentation, and real-time telemetry to provide proactive "nudges" and conversational assistance
• Your goal is to move beyond static help docs to a world where our backend predicts customer friction and solves it autonomously
• You will ensure these agents are performant, context-aware, and seamlessly integrated into the customer’s journey from sign-up to global scale
• Design the "Twilio Brain": Lead the strategy for backend services that aggregate Twilio’s proprietary data (docs, support tickets, API logs) into a unified knowledge layer for our internal agents
• Drive Proactive Engagement: Define the logic and triggers for AI "nudges"—real-time, backend-driven interventions that guide customers when they encounter errors or configuration hurdles
• Omnichannel Agent Orchestration: Ensure the Copilot backend provides a consistent "memory" and personality for agents, whether the customer is interacting via the Console, SMS, or Slack
• Optimize Agent Accuracy: Establish the frameworks for RAG (Retrieval-Augmented Generation) and fine-tuning to ensure the Copilot provides technically accurate, "hallucination-free" advice on Twilio’s complex product suite
• Cross-Functional Integration: Partner with Product, Engineering, and Growth teams to embed intelligent assistance directly into the core user flows of every Twilio product
• Performance & Reliability: Manage the infrastructure costs and latency of LLM calls to ensure that Twilio’s agents respond in real-time without compromising the snappiness of the Console

• Applications for this role are intended to be accepted until March 2nd, 2026 , but may change based on business needs