Sr. Principal Product Manager

Twilio delivers communications solutions that help businesses and developers create personalized customer experiences. The Senior Principal Product Manager will lead the strategic vision and roadmap for Twilio’s Developer Platform, including foundational services, APIs, infrastructure, and self-service capabilities. The role partners across product, engineering, architecture, security, and design to improve developer productivity, platform adoption, reliability, and customer outcomes.

Responsibilities:

• Own the Platform Roadmap: Define and drive the multi-quarter strategy for foundational services, ensuring the roadmap balances technical debt, scalability, and new feature velocity
• Transition to Self-Service: Actively shift the platform from reactive, 'ticket-based' support to a scalable, proactive product model by establishing paved roads and service catalogs
• Lead Cross-functional Integration: Partner with Engineering, Architecture, and Security leads to ensure platform solutions are extensible, compliant, and meet the unique needs of internal developers
• Drive Developer Productivity: Champion continuous improvements in APIs, SDKs, and sandbox environments to reduce time-to-first-deploy and cognitive load
• Measure and Optimize: Establish governance frameworks and KPI dashboards to track adoption, support deflection, and reliability, iteratively refining the platform based on usage data and developer feedback
• Customer focus: Deeply understand customer needs and advocate for customer-centric product & engineering practices, using developer interviews and usage data to translate requests into root causes
• Stakeholder Alignment: Act as the voice of the Twilio platform across the organization (internal development platform, deployment systems, developer experience and tooling, etc.), ensuring stakeholder needs are well understood and incorporated into the product planning process

Requirements:

• 12+ years of product management experience building large scale cloud services platforms; specifically building cloud native commerce systems for usage-based and metered products at a very large scale
• Proven track record of results including establishing ambitious goals, achieving /over-achieving those goals and taking overall responsibility for customer and business outcomes
• A track record of driving companies through ground-breaking change with the ability to see the big-picture while also being hands-on in the details
• Executive presence with strong communication skills, and ability to communicate business value and product features/benefits and influence at the highest levels to drive change
• Data-driven, outcomes oriented and a problem solver
• Customer obsessed - passionate about the customer journey and the customer experience
• Bachelor's degree from an accredited university, or equivalent experience
• For this role, approximately 15% travel is anticipated to help you connect in-person in a meaningful way
• This role will be remote,but is not eligible to be hired in The Bay Area or Seattle area