Principal Product Manager - AI / LLM - Console & API
T
TwilioCommunications
Remote - USFull-TimePrincipal
Salary171120 - 251600 USD per year
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Job Details
- Experience
- 8+ years
- Required Skills
- Artificial IntelligenceProduct ManagementLLM
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 (user state, account history, real-time logs) to provide relevant, personalized assistance.
- Familiarity with building RAG pipelines and giving agents "tools" (e.g., the ability to look up a customer's recent SID errors or billing status) 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.
- Experience building chatbots or assistants specifically for technical/developer personas (e.g., GitHub Copilot, AWS Q).
- 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.
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 our internal agents.
- Drive Proactive Engagement: Define the logic and triggers for AI "nudges"—real-time, backend-driven interventions that guide customers when they encounter errors or configuration hurdles.
- Omnichannel Agent Orchestration: Ensure the Copilot backend provides a consistent "memory" and personality for agents, whether the customer is interacting via the Console, SMS, or Slack.
- Optimize Agent Accuracy: Establish the frameworks for RAG (Retrieval-Augmented Generation) and fine-tuning to ensure the Copilot provides 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 the core user flows of every Twilio product.
- Performance & Reliability: Manage the infrastructure costs and latency of LLM calls to ensure that Twilio’s agents respond in real-time without compromising the snappiness of the Console.
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