Director, Product Management

Twilio is looking for a Director, Product Management, to help deliver on our strategic vision for the Twilio Flex product that is part of the Twilio Platform. In this role, you will be responsible for the features, UI, APIs, Agentic approach, and documentation that powers the Flex product ecosystem. You will help define and drive the roadmap that enables internal teams, partners, third-party developers, and customers to innovate and scale their contact center solutions on Twilio. As a strategic leader, you collaborate closely with other product leaders, Engineering, Architecture, and Go-To-Market teams to deliver robust, scalable, and forward-looking Flex capabilities. As a leader and manager, you will manage and lead a team of strong individual Product Managers. And finally, as a key leader of the Twilio India location, you will help guide and shape the working experience of hundreds of other Twilions as you partner with senior leadership in Bangalore, India.

Responsibilities

Define, build, and execute a comprehensive product roadmap for the foundational services, APIs, and developer infrastructure powering the Twilio Flex product ecosystem.; Lead the evolution of Twilio Flex from a standalone application into a set of decomposable, AI-native components, aligning with Twilio’s strategic platform vision.; Provide clear ownership, hands-on product management, managing roadmap execution, and operational oversight for the consolidated Flex Product Management team.; Manage and mentor a team of strong individual Product Managers, fostering a culture of technical rigor, continuous learning, and high performance.; Champion an outstanding customer experience by driving improvements in APIs, SDKs, documentation, and tooling for internal teams, partners, and external developers.; Collaborate closely with Engineering, Architecture, Design, and Go-to-Market teams to deliver robust, scalable, and forward-looking Flex capabilities.; Serve as a key leader for the Twilio India site, partnering with senior leadership in Bangalore to guide and shape the working experience of hundreds of other Twilions.

Requirements

15+ years of product management experience, with at least 4 years as a manager leading platform or infrastructure-focused product teams.; Proven experience in developing and managing platform products such as APIs, developer tools, and cloud-native infrastructure.; Strong technical acumen and ability to engage deeply with engineering teams on architectural trade-offs, scalability, and highly distributed systems.; At least 5 years experience working on multi-tenant SaaS and cloud platforms.; Experience in the Contact Center (CCaaS) or Customer Engagement Platform (CEP) space.; Demonstrated ability to hire, manage, and mentor a team of Product Managers.; Bachelor’s Degree or equivalent work experience.

Nice to have

Familiarity with Voice AI, Agentic frameworks, and AI use in Contact Center products.; Excellent written and verbal communication skills.; Ability to work effectively across time zones with globally distributed teams.

Benefits

competitive pay; generous time off; ample parental and wellness leave; healthcare; retirement savings program; offerings vary by location