Staff Product Manager

See yourself at Twilio

Join us as our next Staff Product Manager - GTM Enterprise AI on Twilio's Enterprise AI team.

About the job

We are actively recruiting for this role to fill an existing vacancy. Twilio is undergoing a major business transformation powered by Enterprise AI, supported by a dedicated engineering team building the foundations for a unified, secure, and scalable operating system across GTM functions (Sales, Support, Operations, etc.) as well as Internal non-GTM functions (Finance, HR, Legal, etc.) Our platform is designed to support a multitude of business functions by deploying intelligent agentic solutions that automate complex workflows and deliver unprecedented user experiences. We're building the future of work at Twilio, and this role offers the opportunity to be at the forefront of enterprise AI innovation.

As Staff Product Manager for GTM on our Enterprise AI team, you will lead the product strategy and execution for AI-powered solutions across Sales, Support, and Operations functions. You'll build intelligent agents, automation workflows, and operational tools that transform how Twilio's GTM organization works - from sales productivity and customer support efficiency to compliance operations and risk management.

You will be responsible for understanding the unique workflows, pain points, and opportunities across these diverse GTM functions, then designing and delivering AI-powered products that drive measurable business impact. This includes everything from AI assistants that help sales teams close deals faster, to support agents that deflect cases and accelerate resolution, to compliance tools that automate manual investigations and streamline risk operations.

You'll work closely with GTM leaders, operations teams, engineering, data science, and AI/ML teams to deliver a cohesive product vision that scales across multiple use cases while leveraging our unified Enterprise AI platform.

Responsibilities

In this role, you’ll:

• Product Strategy & Roadmap

  • Define and execute the product roadmap for GTM Enterprise AI spanning Sales, Support, and Operations use cases. Establish clear priorities, milestones, and success metrics that align with business objectives and drive measurable GTM improvements.
  • Lead cross-functional product development across multiple GTM domains, balancing the needs of sales productivity, customer support efficiency, and compliance/risk operations within a unified platform strategy.

  Sales AI Capabilities

  • Build AI-powered sales productivity tools that help Account Executives, Digital Sales Reps, and Sales Development Reps work more efficiently through intelligent account insights, automated opportunity management, and conversational AI assistance.
  • Deliver intelligent recommendations and signals that surface high-priority accounts, propensity-to-buy insights, next-best-actions, and cross-sell/upsell opportunities to accelerate pipeline generation and deal velocity.
  • Design workflow automation for sales processes including account planning, opportunity tracking, quote generation, and CRM hygiene.

  Support AI Capabilities

  • Lead the development of AI-powered support products that increase agent productivity through intelligent case assistance, knowledge retrieval, automated triage, and recommended next actions.
  • Drive case deflection initiatives through conversational AI, self-service automation, and intelligent routing that reduce ticket volume while improving customer satisfaction.
  • Build support analytics and insights that help leadership understand team performance, identify bottlenecks, and optimize operational workflows.

  Operations & Compliance AI Capabilities

  • Create intelligent compliance and risk operations tools including AI-powered user vetting, automated account risk assessment, fraud detection systems, and compliance investigation dashboards.
  • Design operational efficiency products that consolidate fragmented data sources, automate manual review processes, and surface insights through intuitive interfaces for operations specialists.
  • Build workflow orchestration capabilities for onboarding, compliance audits, risk management, and cross-functional operational processes.

  Platform Integration & Execution

  • Leverage the Enterprise AI platform to build agentic solutions using multi-agent architecture, knowledge retrieval, workflow automation, and LLM-powered reasoning tailored to each GTM function.
  • Integrate with enterprise systems including Salesforce, Zendesk, compliance platforms (Sift, etc.), and internal Twilio tools to deliver seamless, embedded AI experiences.
  • Partner with Engineering, Data Science, and AI/ML teams to operationalize models, build production-grade products, and ensure scalability, reliability, and performance across all GTM use cases.

  Stakeholder Management & Adoption

  • Collaborate with GTM leadership across Sales, Support, and Operations to understand their strategic priorities, operational challenges, and success metrics. Translate these into product requirements and clear roadmaps.
  • Drive adoption and enablement by working directly with end users, training teams on new AI capabilities, gathering feedback, and iterating on product experiences.
  • Measure and communicate impact through clear metrics on productivity gains, efficiency improvements, cost savings, and business outcomes driven by AI products.

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:

• 7+ years of product management experience at fast-paced technology companies, with at least 3 years in GTM functions such as sales operations, customer support, or compliance/risk operations
• Deep understanding of at least two of the following domains: sales workflows and CRM systems, customer support operations and help desk platforms, compliance/risk operations and fraud detection systems
• Proven ability to build products that serve diverse user personas and use cases within a unified platform strategy
• Strong technical fluency with AI/ML concepts, agentic systems, workflow automation, and conversational AI
• Proficiency with SQL and ability to extract, analyze, and interpret data independently to inform product decisions
• Excellent stakeholder management skills with experience influencing senior leaders and driving cross-functional alignment
• Demonstrated success delivering measurable business impact through product innovation and operational efficiency
• Bachelor's degree or equivalent experience

Desired:

• Experience with AI-powered sales tools, support automation platforms, or compliance/risk management systems
• Knowledge of GTM platforms including Salesforce, Zendesk, Looker, and other enterprise systems
• Understanding of regulatory frameworks (GDPR, CCPA, OFAC, TCPA) and compliance operations
• Familiarity with sales methodologies (MEDDPICC, etc.), support best practices (ITIL), and operational excellence frameworks
• Background in building internal tools, operational dashboards, or productivity platforms for GTM teams
• Experience with recommendation systems, predictive analytics, or ML-driven insights
• Track record of driving adoption of new products across large, distributed teams

Location

 This role will be remote and based in Ontario, British Columbia or Alberta, Canada.

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. Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off.

The estimated pay ranges for this role are as follows:

• $142,800- $178,500.00 CAD.
• Target Bonus Percentage 15%

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.