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Director, Product Management - Efficiency Operations

Director, Product Management - Efficiency Operations at Twilio.
Twilio
Remote
United States
USD 167,800 - 246,700
Job Description
Twilio is seeking a Director of Product Management - Efficiency Operations to lead the next generation of internal AI products. This role involves owning and expanding flagship initiatives such as the Customer Help Center Assistant and Sales, Ops, and Support Copilots. The Director will transform advanced language models, predictive analytics, and automation into intuitive tools that boost user productivity and shorten resolution times. They will set the vision, strategy, and delivery plan for the entire portfolio while scouting future AI opportunities that streamline workflows and surface insights.

Role involves:
  • Developing and owning the product vision and strategy.
  • Leading discovery sessions and analyzing data to capture needs.
  • Managing a team of product managers.
  • Partnering with engineering, IT, and operational leaders.
  • Gathering feedback from internal customers.
  • Defining product success using internal metrics.
  • Fostering best practices in project delivery.
  • Identifying opportunities to automate and streamline internal support operations.

Requirements:
  • 12+ years in technical product management.
  • 5+ years in management, with 3+ years leading a management team.
  • Prior leadership of a project management office (PMO).
  • Bachelor’s or Master’s degree in a related field.
  • Expertise in 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.
  • Track record of delivering cross-functional projects.
  • Exceptional communication skills.
  • Empathy for internal users and a passion for process improvement.
  • Demonstrated ability to measure success using non-monetary KPIs.

What Twilio offers:
  • Competitive pay.
  • Generous time off.
  • Ample parental and wellness leave.
  • Healthcare.
  • A retirement savings program.
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Twilio

Twilio is a company that shapes the future of communications through innovative solutions provided to businesses worldwide. It empowers developers to craft personalized customer experiences. With a strong focus on remote work and a culture of global inclusion, Twilio fosters a vibrant, diverse team that makes a global impact. The company values personal and professional growth, encouraging employees to acquire new skills and experiences.

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