Director, Product Management

Who We Are

Twilio is revolutionizing communications, enabling businesses worldwide to create personalized customer experiences. Our remote-first culture fosters connection, global inclusion, and continuous learning, offering employees the chance to make a global impact and shape their careers.

See Yourself at Twilio

Join Twilio as our next Director, Product Management, to drive innovation in the Twilio Flex product.

About the Job

Twilio is looking for a Director, Product Management to spearhead the strategic vision for Twilio Flex, a key product within the Twilio Platform. You will be responsible for the features, UI, APIs, agentic approach, and documentation that define the Flex product ecosystem. Your role will involve defining and driving the roadmap to empower internal teams, partners, third-party developers, and customers to build and scale their contact center solutions on Twilio. As a strategic leader, you will collaborate closely with Product, Engineering, Architecture, and Go-To-Market teams. You will also manage and mentor a team of talented Product Managers and play a vital role as a key leader for the Twilio India location, shaping the experience for hundreds of employees.

Responsibilities

In this role, you will:

• 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, roadmap execution oversight, and operational management 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.

Qualifications

Twilio values diverse experiences and encourages all qualified individuals to apply.

Required:

• 10+ years of product management experience, with at least 4 years managing platform or infrastructure-focused product teams.
• Proven experience developing and managing platform products like APIs, developer tools, and cloud-native infrastructure.
• Strong technical acumen with the ability to engage deeply with engineering on architectural trade-offs, scalability, and distributed systems.
• At least 5 years of experience working with 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 Product Managers.
• Bachelor’s Degree or equivalent work experience.

Desired:

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

Location

This role is remote and based in India (specifically in Karnataka, Tamil Nadu, Maharashtra, Delhi, Telangana).

Travel

Occasional travel may be required for project or team in-person meetings to foster connection and build relationships.

What We Offer

Twilio provides competitive compensation, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and more. Offerings vary by location.

About Twilio's Culture

Twilio encourages employees to think big, take initiative, and embody "Twilio Magic." The company supports employee volunteering and donation efforts. We seek individuals ready to unleash their potential, do their best work, and become the best version of themselves.

Twilio is an equal opportunity employer committed to diversity and inclusion. We consider qualified applicants with criminal histories and participate in E-Verify where required.