Principal, Product Manager - AI / LLM
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.
What this role actually needs.
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. 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. Requirements: - Extensive Experience: 8+ years of Product Management experience, with a focus on backend services, internal platforms, or intelligent automation. - Contextual AI Expertise: Deep understanding of how to build AI systems that utilize contextual data (user state, account history, real-time logs) to provide relevant, personalized assistance. - Experience with RAG & Tooling: 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. - Growth-Oriented Mindset: Proven ability to use AI to drive business metrics like time-to-first-hello, churn reduction, and support ticket deflection. - Technical Acumen: Ability to design backend systems that can handle high-concurrency AI interactions while maintaining strict data privacy and security. - Storytelling & Influence: Experience convincing product teams to integrate centralized AI services into their specific product silos. Benefits: - Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $171,120 - $ 213,900. - Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $181,200 - $226,500. - Based in the San Francisco Bay area, California: $201,280 - $251,600. - 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. Company context: Twilio is the customer engagement platform for messaging, voice, video, and customer-data orchestration.
Day-to-day expectations
Twilio lists these responsibilities for the Principal, Product Manager - AI / LLM role.
- 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.
What a strong candidate brings
These requirements are extracted from the source listing and normalized for UpJobz readers.
- Extensive Experience: 8+ years of Product Management experience, with a focus on backend services, internal platforms, or intelligent automation.
- Contextual AI Expertise: Deep understanding of how to build AI systems that utilize contextual data (user state, account history, real-time logs) to provide relevant, personalized assistance.
- Experience with RAG & Tooling: 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.
- Growth-Oriented Mindset: Proven ability to use AI to drive business metrics like time-to-first-hello, churn reduction, and support ticket deflection.
- Technical Acumen: Ability to design backend systems that can handle high-concurrency AI interactions while maintaining strict data privacy and security.
- Storytelling & Influence: Experience convincing product teams to integrate centralized AI services into their specific product silos.
Why people would want this job
Twilio published these compensation, benefits, or working-context details with the role.
- Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $171,120 - $ 213,900.
- Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $181,200 - $226,500.
- Based in the San Francisco Bay area, California: $201,280 - $251,600.
- 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.
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Source: job-boards.greenhouse.io · Source ID: 7619420 · Confidence: 90/100 · Last checked: May 7, 2026
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