Staff, Product Manager - AI Support Operations - 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.

See yourself at Twilio

Join us as our next Staff Product Manager - AI Support Operations 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. This role focuses specifically on transforming how Twilio's Customer Support organization operates through AI-powered tools and agentic products.

As Staff Product Manager for AI Support Operations within our Enterprise AI team, you'll be building intelligent AI agents that make our support team dramatically more productive through advanced knowledge retrieval, case deflection methodologies, and automated workflows. You'll build agentic capabilities that sit on top of our Enterprise AI platform, focusing on use cases that transform how Twilio delivers world-class customer support at scale.

Responsibilities

In this role, you’ll:

• Lead and define the product roadmap for customer support products and AI agents establishing requirements for agent productivity tools, intelligent case assistance, automated workflows, and internal deflection mechanisms. Create clear specifications for AI driven capabilities, traditional product features, integrations, and success metrics.
• Deeply understand customer support pain points and workflows: including how agents investigate issues, surface information, and resolve cases. Design AI experiences and internal tools that increase agent productivity, eliminate manual steps, accelerate resolution time, and improve operational quality.
• Lead the development of support efficiency capabilities including:
• AI powered case analysis, summarization, and recommended next actions
• Intelligent routing, prioritization, and automated triage
• Knowledge retrieval and reasoning tools tailored for internal support
• Automated workflows that reduce repetitive investigation steps
• Conversational AI for internal chat based case assistance
• Integrations with internal systems such as Salesforce, Zendesk, and diagnostics tools
• UI and conversational experiences that streamline support operations
• Analytics and insights for team performance and workflow optimization
• Partner with the Customer Support organization to train them on AI capabilities and new product features improving team workflows and enabling consistent best practices. Share insights, training, and recommendations on how AI and product enhancements can improve operational efficiency.
• Deliver measurable improvements in key support metrics including case deflection rates including internal deflection, first response time, resolution time, agent productivity, and quality metrics. Track and report on adoption, workflow impact, and overall efficiency gains driven by AI and product enhancements.

Qualifications 

Twilio 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 in customer support, customer experience, or service operations products