Senior Principal Product Management, Twilio

$219.4-304.6k

Salary is applicable to CA, CO, DC, HI, IL, MD, MA, MN, NJ, NY, VT, WA rates only, is dependent on location and may vary on further locations

Semantic

Expert level

Remote from US

Cloud communications software

Job no longer available

Cloud communications software

1001+ employees

B2BArtificial IntelligenceCommunicationInternet of ThingsMachine LearningCloud Computing

Job no longer available

$219.4-304.6k

Salary is applicable to CA, CO, DC, HI, IL, MD, MA, MN, NJ, NY, VT, WA rates only, is dependent on location and may vary on further locations

Semantic

Expert level

Remote from US

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

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!
10+ years of experience in product management with at least 2 years focused on AI infrastructure, agentic developer platforms, or at-scale agentic systems
Deep understanding of LLMs, inference optimization, retrieval-augmented generation, and frameworks for agentic behavior orchestration
Demonstrated experience and success in building and launching new product and product features in cloud-based platforms
Proven experience working with AI infrastructure technologies (e.g., vector databases, model-serving frameworks, orchestration stacks like LangChain or Semantic Kernel)
Strong technical literacy - able to translate between research, engineering, and product strategy
Excellent customer advocacy - able to present, distill, and use customer data and feedback to build a strategy, roadmap, and features
Excellent collaboration and storytelling skills - able to influence C-level stakeholders and technical teams alike
Degree in Computer Science, Engineering, or a related field (advanced degree preferred)

What the job involves

Twilio is looking for a Senior Principal, Product Manager to lead and help deliver on our strategic vision for customer engagement AI infrastructure and agentic application frameworks, that will power the next generation of intelligent communications
In this role, you will define the strategy, product architecture, and roadmap for Twilio’s support for AI use of its platform enabling developers, enterprises, and internal teams to build autonomous, adaptive, and multi-modal agent applications leveraging Twilio’s data, APIs, and ecosystem
You will partner closely with engineering, data science, and our GTM organization to deliver Twilio’s AI capabilities, ensuring scale, trust, and performance across global real-time conversational systems that serve millions
Define the product vision and long-term roadmap for AI-based apps using Twilio’s platform, and engagement agent orchestration layers
Champion modular, scalable solutions for building and deploying agentic applications across customer engagement omnichannel use cases (e.g. contact center automation, proactive messaging, outbound marketing)
Partner with engineering to build and/or use reliable model-serving and agentic-use infrastructure, real-time reasoning APIs, and adaptive data pipelines
Drive the development of SDK and API layers enabling developers to compose intelligent agents grounded in Twilio’s conversational products and customer data
Analyze and define market size, product use and adoption metrics for latency, accuracy, cost, and developer adoption, balancing innovation with operational excellence
Collaborate with Privacy, Legal, and Ethics teams to ensure responsible AI practices, model governance, and secure data usage
Work with Sales, Support, and Product Marketing in an effective manner to drive cross-organizational collaboration and influence
Act as a thought leader across the AI ecosystem representing Twilio at conferences, advising product teams on AI-native design, and shaping open-source or partner integrations

Application process

Applications for this role are intended to be accepted until December 19th, 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.

Although aggressive expansion and lack of maturity in some of its products in the past impacted the company's efficiency, a 2023 restructuring addressed these problems and allowed it to remain competitive. The company has since focussed 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)

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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