Principal, Product Manager - AI​/LLM

Employer Industry: Communications Technology

• Salary range up to $251,600, depending on location and experience
• Opportunity to participate in the employer's equity plan and corporate bonus plan
• Generous time off and wellness leave, along with healthcare and retirement savings programs
• Fully remote work opportunity, fostering a strong culture of connection and inclusion
• Chance to lead innovative AI-driven product development that impacts customer experiences globally

• Design the strategy for backend services that aggregate Twilio’s proprietary data into a unified knowledge layer for internal agents
• Define logic and triggers for AI "nudges" to guide customers through errors or configuration hurdles
• Ensure consistent memory and personality for agents across various customer interaction channels
• Establish frameworks for Retrieval-Augmented Generation (RAG) and fine-tuning to optimize agent accuracy
• Collaborate with cross-functional teams to embed intelligent assistance into core user flows

• Minimum of 8 years of Product Management experience, particularly in backend services or intelligent automation
• Deep understanding of building AI systems that leverage contextual data for personalized assistance
• Familiarity with building RAG pipelines and providing tools for agents to solve customer problems
• Proven ability to use AI to drive key business metrics such as churn reduction and support ticket deflection
• Technical acumen to design backend systems for high-concurrency AI interactions while ensuring data privacy

• Experience building chatbots or assistants for technical/developer personas
• Knowledge of using data to identify friction points in user journeys and designing automated interventions
• Familiarity with transitioning customer conversations between different support channels while maintaining context