Director, Product Management - Efficiency Operations

Summary

Join Twilio as the next Director, Product Management - Efficiency Operations to lead the development of internal AI products enhancing customer interactions. You will own and expand flagship initiatives like the Customer Help Center Assistant and Sales, Ops, and Support Copilots, transforming AI models into user-friendly tools. This role involves setting the vision and strategy for the AI product portfolio, collaborating with Engineering, IT, and operational leaders, and ensuring measurable business impact. You will gather feedback from internal customers, define product success metrics, and manage a team of product managers. The position requires strong leadership, cross-functional collaboration, and a data-driven approach to continuous improvement.

Requirements

• 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

Responsibilities

• 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
• 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
• Manage a team of passionate product managers. Foster professional growth and a collaborative, high-performance culture
• Partner closely with efficiency engineering, IT, support operations, R&D, and business leaders to define requirements, set priorities, and deliver excellent internal user experiences
• Gather feedback from internal customers (e.g., support reps, implementation teams) to identify pain points and opportunities for improvement
• Define product success using internal metrics such as engagement, productivity, process efficiency, CSAT, and adoption, not revenue
• 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
• Foster a culture of data-driven decision-making, proactively identifying opportunities to automate, streamline, and scale internal support operations

Preferred Qualifications

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

Benefits

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program
• Health care insurance
• 401(k) retirement account
• Paid sick time
• Paid personal time off
• Paid parental leave