Staff, Product Manager - AI Support Operations & Help Center
 Twilio | |
Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $126,000.00 - $173,200.00.
Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $133,400.00 - $183,3
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parental leave, sick time, 401(k)
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 United States | |
 Oct 03, 2025 | |
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Who we are At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions tohundreds of thousands of businessesand empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you're part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join us as our next Staff Product Manager - AI Support Operations & Help Center on Twilio's Efficiency Operations team. About the job Twilio's Efficiency Operations team is at the epicenter of our AI transformation, building the Wise Owl framework - an enterprise agentic AI platform that empowers Twilions to automate how we work, available everywhere we work. This role focuses specifically on transforming how Twilio's Customer Support organization operates through AI-powered tools and customer-facing experiences. As Staff Product Manager for AI Support Operations & Help Center within the Efficiency Operations team, you'll lead two critical initiatives: (1) revolutionizing our help center experience to enable better customer self-service and knowledge discovery, and (2) building intelligent AI agents that make our support team dramatically more productive through advanced knowledge retrieval, case deflection methodologies, and automated workflows. You'll build AI agents that sit on top of the Wise Owl framework, focusing on use cases that transform how Twilio delivers world-class customer support at scale. Responsibilities In this role, you'll:
Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table! *Required:
Desired:
Location This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Compensation *Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only. The estimated pay ranges for this role are as follows:
The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location. Application deadline information Applications for this role are intended to be accepted until November 15, 2025, but may change based on business needs. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal 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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law. | |