Staff Product Manager, Twilio

AI Support Operations & Help Center

$126-183.3k

Salary applicable to Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, Washington D.C, New York, New Jersey, Washington State, or California applicants (outside of the San Francisco Bay area)

SQL

Salesforce

Zendesk

Senior and Expert level

Remote from US

More information about location

Cloud communications software

Be an early applicant

Cloud communications software

1001+ employees

B2BArtificial IntelligenceCommunicationInternet of ThingsMachine LearningCloud Computing

Be an early applicant

$126-183.3k

SQL

Salesforce

Zendesk

Senior and Expert level

Remote from US

More information about location

1001+ employees

B2BArtificial IntelligenceCommunicationInternet of ThingsMachine LearningCloud Computing

Company mission

To enable innovators across every industry - from emerging leaders to the world’s largest organisations - to reinvent how companies engage with their customers.

Job

Company

Role

Who you are

7+ years in product management at a fast-paced technology company, with 3+ years in customer support, customer experience, or service operations products
Strong understanding of customer support operations, help desk workflows, and knowledge management systems
Experience with conversational AI, agentic systems, or support automation tools
Proficiency with SQL and ability to extract, analyze, and interpret data independently
Strong analytical skills with experience in support metrics (case deflection, CSAT, resolution time, agent productivity)
Experience working with customer support teams to optimize workflows and drive adoption
Knowledge of support platforms (Zendesk, Salesforce Service Cloud, etc.)
Bachelor's degree or equivalent experience

Desirable

Experience with AI-powered support tools, chatbot platforms, or customer service automation systems
Understanding of customer support best practices, ITIL frameworks, or service delivery methodologies
Knowledge of help center platforms, knowledge base systems, and self-service tools
Experience with contact center technologies and omnichannel support strategies
Background in customer experience optimization or support operations excellence
Familiarity with support analytics, workforce management tools, and quality assurance systems
Experience building products for both internal support teams and external customers

What the job involves

Join us as our next Staff Product Manager - AI Support Operations & Help Center on Twilio's Efficiency Operations team
Twilio's Efficiency Operations team is at the epicenter of our AI transformation, building the Wise Owl framework - an enterprise agentic AI platform that empowers Twilions to automate how we work, available everywhere we work
This role focuses specifically on transforming how Twilio's Customer Support organization operates through AI-powered tools and customer-facing experiences
As Staff Product Manager for AI Support Operations & Help Center within the Efficiency Operations team, you'll lead two critical initiatives: (1) revolutionizing our help center experience to enable better customer self-service and knowledge discovery, and (2) building intelligent AI agents that make our support team dramatically more productive through advanced knowledge retrieval, case deflection methodologies, and automated workflows
You'll build AI agents that sit on top of the Wise Owl framework, focusing on use cases that transform how Twilio delivers world-class customer support at scale
Lead and define the product roadmap for customer support products and AI agents: establishing requirements for help center experiences, customer self-service capabilities, support agent productivity tools, case deflection methodologies, and automated support workflows
Create detailed specifications for both agentic AI capabilities and traditional product features, integrations, and success metrics
Deeply understand customer support pain points and workflows: including how customers search for help, how support agents resolve cases, and where automation can drive efficiency. Design AI experiences and product solutions that improve agent productivity, reduce manual overhead, accelerate case resolution, and enhance CSAT
Lead the development of support efficiency capabilities including:
Help center assistants and knowledge management tools for customer self-service
AI-powered support case deflection and intelligent routing
Knowledge retrieval systems for support agent productivity
Automated support workflows and ticket triage
Live chat AI agents and conversational support experiences
Product integrations with business systems (Salesforce, Zendesk, etc.)
Conversational AI and traditional UI experiences that streamline support operations
Analytics and insights for support team performance
Partner with the Customer Support organization to train them on AI capabilities and new product features: optimizing their workflows. Share insights and best practices across the organization on both AI agent implementation and traditional product adoption strategies
Deliver measurable improvements in key support metrics including case deflection rates: first response time, resolution time, agent productivity, and customer satisfaction (CSAT) through both agentic AI implementations and traditional product enhancements. Track and report on product performance, adoption, and business impact

Application process

Applications for this role are intended to be accepted until November 15, 2025, but may change based on business needs

Our take

Traditionally, it has been difficult for businesses to establish communications systems in-house. Twilio was founded from frustration with this expensive and cumbersome process, providing easy-to-use APIs to let businesses send and receive telephone and text communications.

From these beginnings, the company has expanded through acquisitions and product development to provide a suite of services around market data and customer engagement. It is now a market leader in this space, and has developed a customer base of more than 150,000 businesses including enterprise brands such as Deliveroo, Duolingo and Toyota.

With that said, aggressive expansion and lack of maturity in some of its products has impacted the company's efficiency, and like many of its peers it has been forced to restructure heavily to remain competitive. Coming out of this restructuring, the company will focus on profitability, streamlining decision making and R&D to put itself in good stead for future success.

Kirsty

Company Specialist at Welcome to the Jungle

Insights

Top investors

35% employee growth in 12 months

Glassdoor (3.7)

Company

Funding (last 2 of 6 rounds)

Jul 2015

$130m

SERIES E

Jun 2013

$70m

SERIES D

Total funding: $250.7m

Company benefits

Generous annual time off in all countries
Comprehensive health programs
Programs to help our employees plan for their retirement needs
Generous maternity, paternity, and adoption leaves, as well as family medical care leave
Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
Variety of snacks, drinks, and catered meals in each of our locations
Work from home opportunities

Company HQ

Financial District, San Francisco, CA

Leadership

Khozema Shipchandler

(CEO, not founder)

Has been at the company since 2018, beginning as CFO then working as COO, President of Communications then CEO. Prior to this, spent 20 years at GE, ultimately as CCO of GE Digital.

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