Director, Product Management - Efficiency Operations

See yourself at Twilio

Join the team as Twilio’s next Director, Product Management - Efficiency Operations

About the job

This position is needed to lead the next generation of internal AI products that elevate every customer interaction. You will own and expand our flagship initiatives, the Customer Help Center Assistant plus our Sales, Ops, and Support Copilots, transforming advanced language models, predictive analytics, and automation into intuitive tools that boost user productivity, shorten resolution times, and delight both employees and customers.

In this role you will set the vision, strategy, and delivery plan for the entire portfolio while scouting future AI opportunities that streamline workflows and surface insights. You will balance big‑picture thinking with hands‑on execution, partnering closely with Engineering, IT, and operational leaders to convert cutting‑edge technologies into measurable business impact.

Responsibilities

In this role, you’ll:

• Product Vision & Roadmap: Develop and own the product vision, strategy, and multi-year roadmap for internal Sales, Ops, Support and customer service AI solutions, aligning with company goals and stakeholder needs.
• Requirements Elicitation: Lead discovery sessions, analyze data, and map user journeys to capture needs, then produce complete, prioritized BRDs and user stories so Engineering can build the right solution on the first try.
• Team Leadership: Manage a team of passionate product managers. Foster professional growth and a collaborative, high-performance culture.
• Cross-Functional Collaboration: Partner closely with efficiency engineering, IT, support operations, R&D, and business leaders to define requirements, set priorities, and deliver excellent internal user experiences.
• Internal Customer Advocacy: Gather feedback from internal customers (e.g., support reps, implementation teams) to identify pain points and opportunities for improvement.
• Outcome-Based Measurement: Define product success using internal metrics such as engagement, productivity, process efficiency, CSAT, and adoption, not revenue.
• Project & Program Management: Leverage experience running a PMO to foster best practices in project delivery, change management, and stakeholder communication. Shepherd standard joint‑SDLC practices to keep Engineering and Product in lockstep
• Continuous Improvement: Foster a culture of data-driven decision-making, proactively identifying opportunities to automate, streamline, and scale internal support operations.

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:

• 12+ years in technical product management
• 5+ years in management, with 3+ years’ experience of leading a management team with subordinate direct reports
• Prior hands-on leadership of a project management office (PMO) or a comparable project/program leadership role.
• Commensurate Bachelor’s or Master’s degree in business administration, information technology, engineering, computer science or a related field
• Demonstrated expertise applying AI/ML or LLM technologies to business‑process automation
• Fluency with modern cloud architectures, APIs, and workflow automation tools.
• Experience with customer service technologies such as CRM, helpdesk, knowledge management, or internal collaboration platforms.
• Track record of delivering cross-functional projects in matrixed organizations.
• Exceptional communication skills, both written and verbal.
• Empathy for internal users, strong sense of ownership, and a passion for process improvement and enablement.
• Demonstrated ability to measure and communicate success using non-monetary KPIs.

Desired:

• Experience working in the SaaS or enterprise software industry.
• Experience with agile software development and release processes.

Location

This role will be remote and based in the USA.

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:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $167,800.00 - $209,700.00.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $177,700.00 - $222,100.00.
• Based in the San Francisco Bay area, California: $197,400.00 - $246,700.00.
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

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 July 30, 2025, but may change based on business needs.