Principal Product Manager, AI/LLM

About Twilio

At Twilio, we're shaping the future of communications from the comfort of our homes. We provide innovative solutions to businesses and empower developers worldwide to create personalized customer experiences.

Our commitment to remote-first work, a strong culture of connection, and global inclusion means you are part of a vibrant, diverse team making a global impact daily, regardless of your location. We continuously acquire new skills and experiences, making work truly rewarding. Your career at Twilio is in your hands.

We leverage Artificial Intelligence (AI) to enhance our hiring efficiency; however, every hiring decision is made by real Twilions!

Your Role as Principal Product Manager, AI/LLM

Join us as a Principal Product Manager on the Console & API team, where you will lead product development for Console Copilot backend services and AI agent platforms. This is a high-leverage leadership role focused on driving the strategy and execution of Twilio’s Copilot Backend Services.

You will build the foundational AI orchestration engines that power Twilio’s intelligent agents—the virtual experts assisting customers across the Twilio Console and various support channels. As a Principal Product Manager, AI/LLM, you will define how our backend services ingest vast amounts of Twilio-specific product knowledge, documentation, and real-time telemetry to provide proactive "nudges" and conversational assistance. Your goal is to move beyond static help documents to a world where our backend predicts and autonomously resolves customer friction. You will ensure these agents are performant, context-aware, and seamlessly integrated into the customer’s journey from sign-up to global scale.

Key Responsibilities

• Design the "Twilio Brain": Lead the strategy for backend services that aggregate Twilio’s proprietary data (docs, support tickets, API logs) into a unified knowledge layer for internal agents.
• Drive Proactive Engagement: Define the logic and triggers for AI "nudges"—real-time, backend-driven interventions that guide customers through errors or configuration hurdles.
• Omnichannel Agent Orchestration: Ensure the Copilot backend provides a consistent "memory" and personality for agents across Console, SMS, or Slack interactions.
• Optimize Agent Accuracy: Establish RAG (Retrieval-Augmented Generation) and fine-tuning frameworks to ensure the Copilot delivers technically accurate, "hallucination-free" advice on Twilio’s complex product suite.
• Cross-Functional Integration: Partner with Product, Engineering, and Growth teams to embed intelligent assistance directly into core user flows of every Twilio product.
• Performance & Reliability: Manage LLM call infrastructure costs and latency to ensure real-time agent responses without compromising Console responsiveness.

Qualifications

Twilio values diverse experiences from all industries and encourages applications from everyone who meets the required qualifications. We welcome candidates whose careers are just starting or haven't followed a traditional path, as we seek those who bring fresh perspectives.

Required:

• Extensive Experience: 8+ years of Product Management experience, with a focus on backend services, internal platforms, or intelligent automation.
• Contextual AI Expertise: Deep understanding of building AI systems utilizing contextual data (user state, account history, real-time logs) for relevant, personalized assistance.
• Experience with RAG & Tooling: Familiarity with building RAG pipelines and equipping agents with "tools" (e.g., ability to look up customer SID errors or billing status).
• Growth-Oriented Mindset: Proven ability to leverage AI to drive business metrics like time-to-first-hello, churn reduction, and support ticket deflection.
• Technical Acumen: Ability to design backend systems supporting high-concurrency AI interactions while maintaining strict data privacy and security.
• Storytelling & Influence: Experience convincing product teams to integrate centralized AI services into their specific product silos.

Desired:

• Conversational UX for Tech: Experience building chatbots or assistants for technical/developer personas (e.g., GitHub Copilot, AWS Q).
• Behavioral Analytics: Experience using data to identify user journey friction points and designing automated interventions.
• Multi-Modal Experience: Knowledge of transitioning customer conversations across web chat, live support tickets, or phone calls with full context.

Location & Travel

This role is remote, but not eligible for hire in San Francisco, CA, Oakland, CA, San Jose, CA, or surrounding areas. Occasional travel may be required for project or team in-person meetings, prioritizing connection and relationship building.

What Twilio Offers

Working at Twilio provides numerous benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, and a retirement savings program. Offerings vary by location.

Compensation & Application

Please note this role is open to candidates outside of California. The estimated pay ranges vary by location, with examples including $171,120 - $213,900 for Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.; $181,200 - $226,500 for New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area); and $201,280 - $251,600 for the San Francisco Bay area, California. This role may also be eligible for Twilio’s equity plan and corporate bonus plan, with general eligibility for health care insurance, 401(k), paid sick time, personal time off, and parental leave. The successful candidate’s starting salary will be determined by permissible, non-discriminatory factors such as skills, experience, and geographic location. Applications are accepted until March 2nd, 2026, but may close sooner based on business needs.

Key skills/competency

• Product Management
• AI Systems
• LLM Orchestration
• Backend Services
• RAG (Retrieval-Augmented Generation)
• Contextual AI
• Customer Experience
• Data Privacy
• Cross-functional Leadership
• System Design