Job description
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
See yourself at Twilio
Join the team as Twilio’s next Staff Product Manager - GTM Products and AI Agents on Twilio’s Efficiency Operations team.
About the job
Twilio’s Efficiency Operations team is at the epicenter of our AI GTM transformation, building the Wise Owl framework - an enterprise agentic AI platform that empowers Twilions to automate how we work, available everywhere we work. Building on our successful Wise Owl framework, we’re expanding our portfolio to revolutionize how teams across Sales, Support, Operations, and other GTM functions work. This role offers the opportunity to define the future of AI-powered GTM operations at Twilio while building vertical AI agents and customer experience products that will boost internal user efficiency and delight our enterprise customers worldwide.
As Staff Product Manager for Vertical GTM Agents within the Efficiency Operations team, you’ll lead the development of intelligent agentic AI capabilities that automate workflows and enhance experiences across multiple GTM functions. You’ll build AI agents that sit on top of the Wise Owl framework - our enterprise agentic AI platform, focusing on use cases spanning sales acceleration, support deflection, operational automation, customer experience, and emerging GTM workflows that transform how Twilio operates at scale.
Responsibilities
In this role, you’ll:
- Define and execute product roadmaps for vertical GTM products and AI agents, establishing requirements for sales automation, case deflection, operational workflows, customer self-service, help center experiences, and emerging GTM use cases. Create detailed specifications for both agentic AI capabilities and traditional product features, integrations, and success metrics across multiple business functions.
- Deeply understand GTM pain points, operational bottlenecks, and cross-functional workflows across Sales, Support, Operations, and other business areas. Design AI experiences and traditional product solutions that improve productivity, reduce manual overhead, accelerate processes, and enhance both internal team and customer satisfaction.
- Lead the development GTM product capabilities including:
- Intelligent agentic AI for sales acceleration and revenue optimization
- AI-powered support case deflection and customer self-service experiences
- Help center assistants and knowledge management tools
- Automated operational workflows and compliance processes
- Live chat AI agents and traditional chat experiences for customer touchpoints
- Product integrations with business systems (Salesforce, Zendesk, etc.)
- Conversational AI and traditional UI experiences that streamline GTM operations
- Partner with GTM teams across Sales, Support, Operations, and other functions to train them on AI capabilities and new product features, optimizing their workflows. Share insights and best practices across the organization on both AI agent implementation and traditional product adoption strategies.
- Deliver measurable improvements in key GTM metrics including conversion rates, case deflection, operational efficiency, and customer satisfaction through both agentic AI implementations and traditional product enhancements. Track and report on product performance, adoption, and business impact across multiple verticals.
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 in product management at a fast-paced technology company, with 3+ years in GTM functions such as sales, customer support, operations, or customer experience products
- Strong understanding of GTM operations, business workflows, and cross-functional processes
- Experience with conversational AI, agentic systems, or business automation tools
- Proficiency with SQL and ability to extract, analyze, and interpret data independently
- Strong analytical skills with experience in GTM metrics (conversion rates, case deflection, operational efficiency, customer satisfaction)
- Experience working with cross-functional GTM teams to optimize workflows and drive adoption
- Knowledge of business platforms (Salesforce, Zendesk, HubSpot, etc.)
- Bachelor’s degree or equivalent experience
Desired:
- Experience with AI-powered GTM tools, agentic AI platforms, or business automation systems
- Understanding of sales processes, support operations, and operational workflows across functions
- Knowledge of CRM systems, help desk platforms, and GTM technology stacks
- Experience with contact center technologies, live chat platforms, and omnichannel strategies
- Background in customer experience optimization, sales acceleration, or operational excellence
- Familiarity with GTM analytics, workforce management tools, and business intelligence platforms
- Experience building products for both internal teams and external enterprise customers
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.
The estimated pay ranges for this role are as follows:
- Based in British Columbia. : $107,300.00- $134,100.00 CAD.
The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That’s why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you’re ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn’t what you’re looking for, please consider other open positions.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.
