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Note: The job is a remote job and is open to candidates in USA. Twilio is a company that is shaping the future of communications through innovative solutions. The Staff Product Manager for AI Support Operations will lead the development of AI-powered tools to enhance the productivity of the customer support organization, focusing on intelligent automation and workflow optimization.
Responsibilities
Lead and define the product roadmap for customer support products and AI agents establishing requirements for agent productivity tools, intelligent case assistance, automated workflows, and internal deflection mechanisms. Create clear specifications for AI driven capabilities, traditional product features, integrations, and success metrics.
Deeply understand customer support pain points and workflows: including how agents investigate issues, surface information, and resolve cases. Design AI experiences and internal tools that increase agent productivity, eliminate manual steps, accelerate resolution time, and improve operational quality.
Lead the development of support efficiency capabilities including:
AI powered case analysis, summarization, and recommended next actions
Intelligent routing, prioritization, and automated triage
Knowledge retrieval and reasoning tools tailored for internal support
Automated workflows that reduce repetitive investigation steps
Conversational AI for internal chat based case assistance
Integrations with internal systems such as Salesforce, Zendesk, and diagnostics tools
UI and conversational experiences that streamline support operations
Analytics and insights for team performance and workflow optimization
Partner with the Customer Support organization to train them on AI capabilities and new product features improving team workflows and enabling consistent best practices. Share insights, training, and recommendations on how AI and product enhancements can improve operational efficiency.
Deliver measurable improvements in key support metrics including case deflection rates including internal deflection, first response time, resolution time, agent productivity, and quality metrics. Track and report on adoption, workflow impact, and overall efficiency gains driven by AI and product enhancements.
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.
