The Programmable SMS routing team is responsible for the infrastructure which makes SMS routing decisions for Twilio. The toolset consists of several services that make a decision on how the message gets delivered, deliverability performance for messages and ultimately the cost (and margin of messages).

About the job:

Provide the product vision and strategic direction for the product to all stakeholders - internal and external, vendors and customers.  

This entails, but is not limited to the following:

  • Roadmap management for the team
    • Understanding the overall purpose of the routing products and their impact to Twilio programmable messaging baseline
    • Defining the roadmap based on the needs of Twilio customers and internal teams
    • Balancing between long-term and short-term priorities
    • Communicate the roadmap and changes to the roadmap when business needs change
  • Stakeholder management
    • Regular communication with the stakeholders on the progress of the product performance and feature development
    • Regular communication with the stakeholders on the changes to the roadmap due to the changes in the business needs
    • Managing expectations of stakeholders and negotiation priorities between stakeholders
  • Requirements gathering and management
    • Consolidation of business requirements for all vested parties
    • Constant review of the business requirements based on the changing priorities and needs from the customers
  • Developing specifications from requirements
    • Determine and document the value of requirements
    • Create high level use-cases and feature definitions based on requirements
    • Validating use-cases with customers and stakeholders, documenting assumptions
    • Engaging the engineering team on the use-case and specification analysis, driving the discussion around finding optimal solutions to the problems
  • Prioritisation and management of the work for the engineering
    • Management of backlog for the engineering team
    • Writing acceptance criterias for the work items in the backlog and driving the estimation of the work items
    • Prioritizing the work in the backlog, with clear and upfront communication about significant changes to the existing priorities
  • Managing a product through it’s lifecycle
    • Responsibility on defining and monitoring product metrics
    • Driving the product betterments based on empirical understanding of the product (e.g. cost of operations, number of errors, invalid responses)
    • Ensuring timely post-mortem processes to constantly improve the product


  • Working for a product led organisation / product development organisation
    • Outsourcing software companies tend to have too shallow understanding on the product ownership and impact on the long term decisions
  • Leading people
    • Dealing with ambiguity is critical to the success of product management.  Consistency and being able to provide clarity is of paramount importance.
    • Successful and shown ability to lead people is one of the key criterion for this role. It is high visibility and has a lot of stakeholders with potentially conflicting views, thus it requires good skills to navigate and handle all the potential conflicts.
    • Engage and set the vision of the engineering team, explain the requirements and needs so that there is common understanding of what problems need solving and whe.
  • At least one end to end product development (requirements to production)
    • This would involve specification, through design and release to maintenance.
  • Product requirements gathering and management
    • Systematic way of building product requirements and specifications, including gathering the use-cases, defining metrics etc.
    • Grouping requirements to releases, building out versioning and release cycles.
    • Discovery process with the stakeholders and also implementers through all stages, finding answers to questions that arise during this
  • Agile development with backlog creation and management
    • Creating product level backlog is a must have skill for this job. This does not include technical work items, which will be delivered by respective engineering teams.
    • Write up of the acceptance criteria, which can be repeatedly tested and validated, describing the end-user result.
    • Ability to distinguish between the items and their priority based on the criticality and making backlog / work decisions based on that. E.g. it’s not sensible to sell christmas trees in January.
  • Verbal and written communication
    • Both verbal and written communication is significant part of the job, so ability to express oneself in either medium is a must have requirement.
    • Ability to take into account the consumer of communication and delivering the message in best format so that there is clear and concise understanding of the message
  • Excel and preferably SQL
    • Analytics of data is at least partially part of the product management job, so ability to use Excel for analytics at least on user level is a must have.
    • SQL to gather data directly from the BI databases will help significantly on the job, though is not a hard requirement as there are other tools and means for getting data out.
  • 5 - 7 years applicable work experience in IT industry / 2 - 3 years minimal PM
    • Understanding of the environment and previous experience is critical for this role, as it requires knowledge of processes and terminology.
    • Understanding of the job of Product Manager, which is not Project Management, but includes aspects of Project Management inside.

About us:

Twilio's mission is to fuel the future of communications. Developers and businesses use Twilio to make communications relevant and contextual by embedding messaging, voice and video capabilities directly into their software applications. Founded in 2008, Twilio has over 650 employees, with headquarters in San Francisco and other offices in Bogotá, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore and Tallinn.

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.

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