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Note: The job is a remote job and is open to candidates in USA. Twilio is a company that shapes the future of communications and empowers developers worldwide. They are seeking a Staff Product Manager for AI Support Operations & Help Center to lead initiatives that enhance customer support through AI-powered tools and improve self-service experiences.
Responsibilities
Lead and define the product roadmap for customer support products and AI agents: establishing requirements for help center experiences, customer self-service capabilities, support agent productivity tools, case deflection methodologies, and automated support workflows. Create detailed specifications for both agentic AI capabilities and traditional product features, integrations, and success metrics.
Deeply understand customer support pain points and workflows: including how customers search for help, how support agents resolve cases, and where automation can drive efficiency. Design AI experiences and product solutions that improve agent productivity, reduce manual overhead, accelerate case resolution, and enhance CSAT.
Lead the development of support efficiency capabilities including:
Help center assistants and knowledge management tools for customer self-service
AI-powered support case deflection and intelligent routing
Knowledge retrieval systems for support agent productivity
Automated support workflows and ticket triage
Live chat AI agents and conversational support experiences
Product integrations with business systems (Salesforce, Zendesk, etc.)
Conversational AI and traditional UI experiences that streamline support operations
Analytics and insights for support team performance
Partner with the Customer Support organization 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 support metrics including case deflection rates: first response time, resolution time, agent productivity, and customer satisfaction (CSAT) through both agentic AI implementations and traditional product enhancements. Track and report on product performance, adoption, and business impact.
Skills
7+ years in product management at a fast-paced technology company, with 3+ years in customer support, customer experience, or service operations products
Strong understanding of customer support operations, help desk workflows, and knowledge management systems
Experience with conversational AI, agentic systems, or support automation tools
Proficiency with SQL and ability to extract, analyze, and interpret data independently
Strong analytical skills with experience in support metrics (case deflection, CSAT, resolution time, agent productivity)
Experience working with customer support teams to optimize workflows and drive adoption
Knowledge of support platforms (Zendesk, Salesforce Service Cloud, etc.)
Bachelor's degree or equivalent experience
Experience with AI-powered support tools, chatbot platforms, or customer service automation systems
Understanding of customer support best practices, ITIL frameworks, or service delivery methodologies
Knowledge of help center platforms, knowledge base systems, and self-service tools
Experience with contact center technologies and omnichannel support strategies
Background in customer experience optimization or support operations excellence
Familiarity with support analytics, workforce management tools, and quality assurance systems
Experience building products for both internal support teams and external customers
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
Company Overview
Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is https://www.twilio.com/.
Company H1B Sponsorship
Twilio has a track record of offering H1B sponsorships, with 183 in 2025, 168 in 2024, 209 in 2023, 369 in 2022, 264 in 2021, 157 in 2020. Please note that this does not guarantee sponsorship for this specific role.
