Principal, Product Manager - AI / LLM

📋 Description

• • As a Principal Product Manager on the Console & API team, you will lead product development for Console Copilot backend services and AI agent platforms, driving the strategy and execution of Twilio’s Copilot Backend Services to build foundational AI orchestration engines that power intelligent virtual experts serving customers across the Twilio Console and support channels.
• • You will design the "Twilio Brain" by leading strategy for backend services that aggregate proprietary data (docs, support tickets, API logs) into a unified knowledge layer, drive proactive engagement through AI "nudges" that guide customers during errors or configuration hurdles, ensure omnichannel agent orchestration with consistent memory and personality across Console, SMS, and Slack, optimize agent accuracy via RAG and fine-tuning frameworks to deliver hallucination-free advice, partner cross-functionally to embed intelligent assistance into core user flows, and manage infrastructure costs and latency of LLM calls for real-time responsiveness.
• • You will join a remote-first, globally inclusive team at Twilio that shapes the future of communications, empowering hundreds of thousands of businesses and millions of developers to craft personalized customer experiences, with a culture rooted in connection, innovation, and making work feel rewarding through diverse experiences and global impact.
• • In this role, you will deepen your expertise in AI-powered product leadership, master the design of contextual AI systems using user state and real-time telemetry, scale high-performance LLM-backed services with strict data privacy, influence cross-functional adoption of AI services, and drive measurable business outcomes like reduced churn and faster time-to-first-hello through intelligent automation.