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

Who we areAt Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions tohundreds of thousands of businessesand empower millions of developers worldwide to craft personalized customer experiences.Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you're part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.See yourself at TwilioJoin us as our next Staff Product Manager, AI/ML Platform on Twilio's Enterprise AI team.About the jobTwilio 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.ResponsibilitiesAs a Staff Product Manager, you will: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 frameworksAgent observability, Multi-LLM serving and AI gateway infrastructureMLOps automation for training, serving, and orchestrationAI reasoning engines for complex agentic workflowsML model garden with models like propensity to buy, wallet size, and churn predictionAI analytics, sentiment analysis and conversational intelligenceMulti-agent architecture supporting agent-to-agent and AI-to-human conversation transfersAgent & Workflow Designer for no/low-code agent creationEnterprise features: RBAC, monitoring, debugging, and analyticsConversational AI/UI/UX components built on Twilio's PASTE design systemIntegration platform for enterprise systems (Salesforce, Zendesk, Slack, etc.)Data retention policies, OAuth support, and enterprise security featuresEnable 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.QualificationsTwilio 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!*Required:7+ years in product management at a fast-paced technology company, with 3+ years focused on AI/ML initiatives, ideally building platform or framework productsDeep understanding of NLP, LLMs, and AI platform architectureStrong technical background with experience in AI/ML model lifecycle managementExperience with enterprise AI platforms, model deployment, and MLOps workflowsDeep Knowledge of API design, SDK development, and developer platform productsExperience building platform-wide requirements including RBAC, security, and complianceProficiency with SQL and ability to extract, analyze, and interpret data independentlyBachelor's degree in Computer Science, Engineering, or equivalent experienceDesired:Experience with AI/ML architecture, AI gateway, and agentic AI systemsExperience with multi-agent systems, agentic AI platforms, or AI orchestrationKnowledge of enterprise AI governance, security, and compliance requirementsExperience with cloud services (AWS, GCP, Azure etc.) and ML frameworksUnderstanding of conversational AI, RAG systems, and knowledge retrievalKnowledge of enterprise UI/UX frameworks and component librariesBackground in building developer tools or no/low-code platformsExperience with A/B testing methodologies and experimental designBackground in building AI platforms for enterprise customers or internal teamsLocationThis role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.TravelWe prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.What We OfferWorking at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.Compensation*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.The estimated pay ranges for this role are as follows:Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $152,500 - $190,600.Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $161,500 - $201,800.Based in the San Francisco Bay area, California: $179,400 - $224,200.This role may be eligible to participate in Twilio's equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.Application deadline informationApplications for this role are intended to be accepted until December 15th, 2025, but may change based on business needs.Twilio thinks big. Do you?We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.