Staff, Product Manager - AI/ML

Twilio

125d • $126,000 - $185,200

About The Position

Join the team as Twilio’s next Staff Product Manager, AI/ML on Twilio's Efficiency Operations team. Twilio's Efficiency Operations team is spearheading GTM’s AI transformation that will redefine how we operate as a company. Our Wise Owl AI platform is revolutionizing how Twilions work across Sales, Support, and Operations 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 team within our Efficiency Operations organization, you'll help define the product roadmap and lead the foundational AI/ML capabilities that power our entire Wise Owl ecosystem. 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. This is a horizontal product management role that will influence every AI interaction across Twilio's go-to-market organization.

Requirements

• 7+ years in product management at a fast-paced technology company, with 3+ years focused on AI/ML products.
• Deep understanding of NLP, LLMs, and AI platform architecture.
• Experience with enterprise AI platforms, model deployment, and MLOps workflows.
• Proficiency with SQL and ability to extract, analyze, and interpret data independently.
• Strong technical background with experience in AI/ML model lifecycle management.
• Proven track record of building horizontal platform products that enable other teams.
• Experience working with data science and ML engineering teams.
• Bachelor's degree in Computer Science, Engineering, or equivalent experience.

Nice To Haves

• Experience with AI/ML architecture, AI gateway, and agentic AI systems.
• 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.
• Background in building AI platforms for enterprise customers or internal teams.

Responsibilities

• Define and execute the AI/ML product & platform roadmap, establishing technical requirements for model development, training pipelines, and AI reasoning capabilities.
• Understand the AI/ML needs of internal product teams building vertical agents, ensuring the platform provides the right abstractions, performance, and reliability.
• Partner closely with data scientists and ML engineers to translate business requirements into scalable AI solutions.
• Lead the development of cutting-edge AI capabilities, including generative AI technologies, large language models (LLMs), multi-agent systems and LLM evaluation frameworks.
• Develop agent observability, multi-LLM serving and AI gateway infrastructure.
• Implement MLOps automation for training, serving, and orchestration.
• Create AI reasoning engines for complex agentic workflows.
• Build a ML model garden with models like propensity to buy, wallet size, and churn prediction.
• Conduct AI analytics, sentiment analysis and conversational intelligence.
• Collaborate with vertical product teams to enable them to leverage AI/ML platform capabilities effectively.
• Train and evangelize best practices for AI/ML implementation across the organization.
• Deliver measurable improvements in AI response quality, model performance, and platform reliability.
• Communicate progress transparently to leadership and stakeholders.

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees