Staff, Product Manager - AI Support Operations - Enterprise AI

Remote

Job Description

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
Strong understanding of customer support operations, help desk workflows, and knowledge management systems
Experience with conversational AI, agentic systems, or support automation tools
Proficiency with SQL and ability to extract, analyze, and interpret data independently
Strong analytical skills with experience in support metrics (case deflection, CSAT, resolution time, agent productivity)
Experience working with customer support teams to optimize workflows and drive adoption
Knowledge of support platforms (Zendesk, Salesforce Service Cloud, etc.)
Bachelor's degree or equivalent experience

Desired:

Experience with AI-powered support tools, chatbot platforms, or customer service automation systems
Understanding of customer support best practices, ITIL frameworks, or service delivery methodologies
Knowledge of help center platforms, knowledge base systems, and self-service tools
Experience with contact center technologies and omnichannel support strategies
Background in customer experience optimization or support operations excellence
Familiarity with support analytics, workforce management tools, and quality assurance systems
Experience building products for both internal support teams and external customers

Location

This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

Travel

We 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 Offer

Working 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 information

Applications for this role are intended to be accepted until December 15, 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.

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