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

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and 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.

We use Artificial Intelligence (AI) technologies to maintain an efficient, fair and transparent hiring process. Our hiring process is never completely automated, and uses AI in conjunction with our recruiting professionals.

See yourself at Twilio

Join us as our next Staff Product Manager, AI/ML Platform on Twilio's Enterprise AI team.

About the job

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.

Responsibilities

As 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 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