Senior Principal Product Manager

Who you are

• The right candidate is a visionary product leader who thrives at the intersection of commerce, growth, and customer experience
• Platform-as-a-Product Expertise: Proficiency in applying product management methodologies—including user research, roadmapping, and KPI definition—to internal infrastructure
• Architectural & Technical Fluency: Deep understanding of cloud-native technologies (Kubernetes, microservices, CI/CD) and observability frameworks, enabling credible engagement with engineering leads
• Developer Experience Design: Proven ability to identify developer friction points and architect solutions like developer portals, golden paths, and documentation-as-code to drive self-service
• Stakeholder Influence & Evangelism: Capacity to build compelling narratives that align cross-functional teams (Product, Engineering, Security) and drive internal platform adoption
• Performance Analytics: Experience defining and using success metrics (DORA, adoption, reliability) to advocate for data-driven product strategies
• 12+ years of product management experience building large scale cloud services platforms; specifically building cloud native commerce systems for usage-based and metered products at a very large scale
• 10+ years people management experience with demonstrated ability to encourage/lead/recruit/retain successful product management teams
• Proven track record of results including establishing ambitious goals, achieving /over-achieving those goals and taking overall responsibility for customer and business outcomes
• A track record of driving companies through ground-breaking change with the ability to see the big-picture while also being hands-on in the details
• Executive presence with strong communication skills, and ability to communicate business value and product features/benefits and influence at the highest levels to drive change
• Data-driven, outcomes oriented and a problem solver
• Customer obsessed - passionate about the customer journey and the customer experience
• Experience building large scale, mission critical software services like a Commerce system or similar
• Bachelor's degree from an accredited university, or equivalent experience
• Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

What the job involves

• Twilio is looking for a Senior Principal, Product Management to deliver our strategic vision for the Developer Platform
• You will manage foundational services, APIs, and infrastructure, driving the roadmap that empowers internal teams and partners to scale confidently
• You will treat the platform as a product, shifting platform engineering from reactive, ad-hoc support into proactive, self-service experiences
• Grounded in industry research (DORA, CNCF, Team Topologies, etc..), you will introduce golden paths, a discoverable developer portal, self-service tools, and high-quality documentation to reduce cognitive load and support burdens across Twilio
• Collaborating with product leaders, engineering, architecture, and design, you will define the future of developer experience, tooling, deployment, and operational capabilities, acting as the steward for evangelizing our developer platform capabilities and narrative and driving roadmap prioritization across a scalable cloud platform
• You’ll set the long-term strategy for Twilio’s Commerce Platform, build a world-class PM team, and partner closely with engineering and cross-functional leaders to deliver innovative solutions that fuel Twilio’s growth
• Own the Platform Roadmap: Define and drive the multi-quarter strategy for foundational services, ensuring the roadmap balances technical debt, scalability, and new feature velocity
• Transition to Self-Service: Actively shift the platform from reactive, 'ticket-based' support to a scalable, proactive product model by establishing paved roads and service catalogs
• Lead Cross-functional Integration: Partner with Engineering, Architecture, and Security leads to ensure platform solutions are extensible, compliant, and meet the unique needs of internal developers
• Drive Developer Productivity: Champion continuous improvements in APIs, SDKs, and sandbox environments to reduce time-to-first-deploy and cognitive load
• Measure and Optimize: Establish governance frameworks and KPI dashboards to track adoption, support deflection, and reliability, iteratively refining the platform based on usage data and developer feedback
• Customer focus: Deeply understand customer needs and advocate for customer-centric product & engineering practices, using developer interviews and usage data to translate requests into root causes
• Stakeholder Alignment: Act as the voice of the Twilio platform across the organization (internal development platform, deployment systems, developer experience and tooling, etc.), ensuring stakeholder needs are well understood and incorporated into the product planning process

The application process

• Applications for this role are intended to be accepted until 8/24/2026, but may change based on business needs

Benefits

• Generous annual time off in all countries
• Comprehensive health programs
• Programs to help our employees plan for their retirement needs
• Generous maternity, paternity, and adoption leaves, as well as family medical care leave
• Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
• Variety of snacks, drinks, and catered meals in each of our locations
• Work from home opportunities