Staff, Product Manager - AI/ML PLatform - Enterprise AI

Twilio

1d•Remote

About The Position

Twilio is undergoing a major business transformation powered by Enterprise AI, supported by a dedicated engineering team building the foundations for a unified, secure, and scalable operating system across GTM functions (Sales, Support, Operations, etc.) as well as Internal non-GTM functions (Finance, HR, Legal, etc.) Our platform is designed to support a multitude of business functions 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 Platform team within our Enterprise AI organization, you'll help define the product roadmap and lead the foundational AI/ML platform capabilities that power our entire ecosystem: AI/ML Capabilities: 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. Platform Capabilities: You'll own the core platform that enables rapid deployment of AI agent teams across Twilio. You'll build the Agent SDK, workflow designer, multi-agent orchestration capabilities, RBAC, and enterprise features that allow subject matter experts to create powerful AI solutions with minimal code. This is a horizontal product management role that will influence every AI interaction across Twilio's broader enterprise.

Requirements

7+ years in product management at a fast-paced technology company, with 3+ years focused on AI/ML initiatives, ideally building platform or framework products
Deep understanding of NLP, LLMs, and AI platform architecture
Strong technical background with experience in AI/ML model lifecycle management
Experience with enterprise AI platforms, model deployment, and MLOps workflows
Deep Knowledge of API design, SDK development, and developer platform products
Experience building platform-wide requirements including RBAC, security, and compliance
Proficiency with SQL and ability to extract, analyze, and interpret data independently
Bachelor's degree in Computer Science, Engineering, or equivalent experience

Nice To Haves

Experience with AI/ML architecture, AI gateway, and agentic AI systems
Experience with multi-agent systems, agentic AI platforms, or AI orchestration
Knowledge of enterprise AI governance, security, and compliance requirements
Experience with cloud services (AWS, GCP, Azure etc.) and ML frameworks
Understanding of conversational AI, RAG systems, and knowledge retrieval
Knowledge of enterprise UI/UX frameworks and component libraries
Background in building developer tools or no/low-code platforms
Experience with A/B testing methodologies and experimental design
Background in building AI platforms for enterprise customers or internal teams

Responsibilities

Be a platform expert: Own the strategy and roadmap of our platform capabilities. Define requirements for the Agent platform, workflow designer, multi-agent architecture, and enterprise platform capabilities. Maintain comprehensive documentation for the framework's APIs, integrations, and best practices.
Define and lead the technical requirements for model development, training pipelines, and AI reasoning capabilities that power the long term success of our platform.
Understand the needs of internal teams building vertical AI agents (Sales, Support, Operations) and external enterprise customers who will leverage the platform. Design intuitive no/low-code experiences for subject matter experts to create and manage AI agents.
Lead the development of cutting-edge AI capabilities across our platform: 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
Multi-agent architecture supporting agent-to-agent and AI-to-human conversation transfers
Agent & Workflow Designer for no/low-code agent creation
Enterprise features: RBAC, monitoring, debugging, and analytics
Conversational AI/UI/UX components built on Twilio's PASTE design system
Integration platform for enterprise systems (Salesforce, Zendesk, Slack, etc.)
Data retention policies, OAuth support, and enterprise security features
Enable teams across Sales, Support, and Operations to build sophisticated AI agents using the platform. Provide training, documentation, and evangelization of platform capabilities.
Deliver measurable improvements in AI response quality, model performance, and platform reliability. Communicate progress transparently to leadership and stakeholders.