Because you belong at Twilio.

The Who, What, Why and Where

The Twilio AI/ML business unit is looking for a Senior Product Manager for our search and speech recognition contact center products. Reporting directly to Twilio AI's Director of Product, you will be responsible for understanding our contact center customers' needs and working with the ML engineering team to define and build the products. 

Who?

Twilio is looking for a product leader who lives the Twilio Magic and has a demonstrated track record of Product Management.  They also have:

  • Ability to set a strategic vision for Twilio’s Speech Recognition and Search Contact Center products aligned with the company’s long term goals and deliver on it.
  • Experience building and delivering products for developers. Strong empathy with developer customers from various backgrounds and levels of sophistication.
  • Experience with NLU, Speech Recognition or and applied ML use cases.
  • Experience with contact center, customer engagement or customer service products.
  • Ability to understand customer problems, gather requirements from many - often competing - sources, prioritize, and work with engineering and design to deliver.
  • Ability to leverage data to understand customer behavior at scale and interpret metrics about your products.

What?

As a Staff Product Manager, you will 

  • Own the product roadmap for Twilio’s Speech and Search contact center products, including our APIs, ML models and User Interfaces.
  • Run customer discovery sessions with target customers to uncover big business problems that can turn into big product opportunities
  • Write product specifications including customer stories, API specifications and collaborate with UX design on wireframes
  • Plan and execute product launches working cross-functionally across engineering, marketing, sales, and other product teams.
  • Report on both the business and operational performance of your products and customers

And live the Twilio Magic values:

  • WEAR THE CUSTOMER’S SHOES: Talk with customers and listen to their problems. Talk to cross-BU teams and understand the problems they’ve heard from customers.
  • WRITE IT DOWN: Create clear, written documentation of the problems you seek to solve (and associated risks). Collaborate with other Product Manager's to finesse your documentation. Present those plans to your team, business unit leads and leadership. 
  • RUTHLESSLY PRIORITIZE & DRAW THE OWL: Ruthlessly prioritize the incremental path to solving customer problems, delivering concrete customer value at each stage. Work closely with customer design partners to deliver experiences they love and value.
  • BE AN OWNER & BE BOLD: Think creatively about the unique advantages of Twilio’s communication breadth and scale. We have vast amounts of engagement data across our business units - but it is not yet centralized or utilized. This team will help shape the future of Twilio.
  • EMPOWER OTHERS: Collaborate extensively with other PMs, other functional teams and Business Units within Twilio on their initiatives. Be an advocate and coach for other PMs. Help engineering teams focus on what is needed to create a great product experience. Facilitate quarterly planning, execute sprints in agile/scrum, manage the backlog and sprint prioritization. Collaborate with GTM teams on product launches (marketing, support, sales enablement), and dev experience teams on documentation.

Where?

This position will be located in our office at 375 Beale Street in San Francisco. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

 

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status. Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Apply for this Job

* Required

  
  


Twilio is proud to be an equal opportunity employer

Twilio is proud to be an Equal Employment 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at accommodation@twilio.com

 

USA - Self-Identification of Demographic Information

Twilio invites you to self-identify your personal demographic information to help continue our mission to foster inclusivity and diversity in our workplace. In keeping with the Twilio Magic, our values set the foundation for how we act, how we make decisions and how we win. These values shape our work culture and demonstrate our dedication to ensuring everyone is welcomed and supported. We invite you to self-identify your gender, race and ethnicity, sexual orientation, gender identity, and veteran status. Completing this survey is voluntary and you may select “Decline to Disclose”, but we hope you choose to participate.

Your responses to this survey will also help Twilio live up to our commitment to build inclusive teams that reflect the communities we serve. Responding is completely optional and voluntary and does not affect your standing as a candidate.  Whatever your decision, it will not be used for the purposes of any employment decision. However, we do hope that you will participate because your responses help us measure the effectiveness of our outreach and recruitment. Any information you do provide is anonymized and stored separately from your application in a confidential file, and the information cannot be viewed by your interview team or hiring manager at any time.

We hope you will join us in our commitment and enthusiasm for making Twilio a place where everyone belongs!

Voluntary Self-Identification of Gender



Voluntary Self-Identification of Race/Ethnicity








Voluntary Self-Identification of Veteran Status



Voluntary Self-Identification of Gender Identity





Voluntary Self-Identification of Sexual Orientation