Sr. Principal Product Manager

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings. . See yourself at Twilio Join the team as Twilio’s next Principal Product Manager for the Channels email team. About the job 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. Key Skills • 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. Responsibilities In this role, you’ll: • 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. Qualifications 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! *Required: • 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 • 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 • Bachelor's degree from an accredited university, or equivalent experience Travel: • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 15% travel is anticipated to help you connect in-perso