TL;DR
Principal Product Manager (AI / LLM): Driving the strategy and execution of Twilio’s Copilot Backend Services with an accent on building foundational AI orchestration engines. Focus on ingesting vast amounts of product knowledge, documentation, and real-time telemetry to provide proactive assistance.
Location: Remote - US. 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.
Salary: Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $171,120 - $ 213,900.
Company
At Twilio, we’re shaping the future of communications, all from the comfort of our homes.
What you will do
- Lead the strategy for backend services that aggregate Twilio’s proprietary data into a unified knowledge layer for internal agents.
- Define the logic and triggers for AI real-time interventions that guide customers when they encounter errors.
- Ensure the Copilot backend provides a consistent memory and personality for agents across various channels.
- Establish frameworks for RAG and fine-tuning to ensure the Copilot provides accurate advice on Twilio’s complex product suite.
- Partner with Product, Engineering, and Growth teams to embed intelligent assistance directly into the core user flows.
- Manage the infrastructure costs and latency of LLM calls to ensure real-time agent response.
Requirements
- 8+ years of Product Management experience, with a focus on backend services, internal platforms, or intelligent automation.
- Deep understanding of how to build AI systems that utilize contextual data to provide relevant, personalized assistance.
- Familiarity with building RAG pipelines and giving agents tools to solve problems.
- Proven ability to use AI to drive business metrics like time-to-first-hello, churn reduction, and support ticket deflection.
- Ability to design backend systems that can handle high-concurrency AI interactions while maintaining strict data privacy and security.
- Experience convincing product teams to integrate centralized AI services into their specific product silos.
Nice to have
- Experience building chatbots or assistants specifically for technical/developer personas.
- Experience using data to identify friction points in a user journey and designing automated interventions to solve them.
- Knowledge of how to transition a customer conversation from a web-based chat to a live support ticket or a phone call with full context.
Culture & Benefits
- Remote-first work environment with a strong culture of connection and global inclusion.
- Competitive pay, generous time off, ample parental and wellness leave.
- Healthcare and a retirement savings program.
- Opportunities to build relationships with customers and colleagues through occasional travel for project or team meetings.