Lead the strategy for backend services that aggregate Twilio’s proprietary data (docs, support tickets, API logs) into a unified knowledge layer for our internal agents.
Define the logic and triggers for AI "nudges"—real-time, backend-driven interventions that guide customers when they encounter errors or configuration hurdles.
Ensure the Copilot backend provides a consistent "memory" and personality for agents, whether the customer is interacting via the Console, SMS, or Slack.
Establish the frameworks for RAG (Retrieval-Augmented Generation) and fine-tuning to ensure the Copilot provides technically accurate, "hallucination-free" advice on Twilio’s complex product suite.
Partner with Product, Engineering, and Growth teams to embed intelligent assistance directly into the core user flows of every Twilio product.
Manage the infrastructure costs and latency of LLM calls to ensure that Twilio’s agents respond in real-time without compromising the snappiness of the Console.

8+ years of Product Management experience, with a focus on backend services, internal platforms, or intelligent automation.
Deep understanding of how to build AI systems that utilize contextual data (user state, account history, real-time logs) to provide relevant, personalized assistance.
Familiarity with building RAG pipelines and giving agents "tools" (e.g., the ability to look up a customer's recent SID errors or billing status) to solve problems.
Proven ability to use AI to drive business metrics like time-to-first-hello, churn reduction, and support ticket deflection.
Ability to design backend systems that can handle high-concurrency AI interactions while maintaining strict data privacy and security.
Experience convincing product teams to integrate centralized AI services into their specific product silos.
Experience building chatbots or assistants specifically for technical/developer personas (e.g., GitHub Copilot, AWS Q).
Experience using data to identify "friction points" in a user journey and designing automated interventions to solve them.
Knowledge of how to transition a customer conversation from a web-based chat to a live support ticket or a phone call with full context.

Principal Product Manager – AI, LLM

Key skills