Senior Manager, Machine Learning

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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Senior Manager, Machine Learning on Twilio’s Conversation Memory team. About the job This position is critical to leveraging Twilio’s massive data ecosystem and communication scale to build foundational platform capabilities for the next generation of conversational AI, specifically by owning the development of 0-to-1 platform features that empower developers to build sophisticated, context-aware customer engagement applications. This is a highly technical, hands-on role, requiring a "player-coach" mentality to actively contribute technical expertise, bridge the gap between theoretical research and production-grade experimentation, and provide strategic direction to the team, rather than being purely a people manager. The leader in this role must demonstrate a strong bias for action, establishing a high-performing engineering setup that enables rapid iteration, experimentation, and deployment of models in this 0-to-1 setting. Furthermore, they will be responsible for working closely with cross-functional stakeholders to translate ambiguous business problems into a clear, prioritized product roadmap and communicate progress and updates to leadership. Responsibilities In this role, you’ll: Collaborate with other engineering teams and cross functional teams to translate ambiguous business problems into a clear, prioritized ML product roadmap for your team. Have a 'player-coach' mentality, and contribute hands-on technical expertise while providing strategic direction and mentorship to the team. Establish a high-performing engineering setup that enables the team to rapidly iterate, experiment, and deploy models, fostering a culture of operational excellence and close partnership with product and business stakeholders. Drive continuous improvement in the team's processes, tooling, and infrastructure to optimize for velocity, quality, and maintainability. Actively monitor the ML and AI landscape to ensure the team is continuously up-to-speed on state-of-the-art research, techniques, and tools, promoting their strategic adoption where appropriate. Recruit, manage, and develop a diverse and highly-skilled team of Machine Learning Engineers, setting clear goals and expectations, and providing timely and actionable feedback. Define and track key performance indicators (KPIs) to measure the impact and success of the team’s ML products, communicating results clearly to leadership and stakeholders. Manage project timelines, dependencies, and risks, ensuring timely delivery of high-quality, reliable, and scalable ML solutions. 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: Bachelors in Computer Science, Engineering, or a related field. 10+ years of experience in Applied ML or AI, including 3+ years of either leading a team of Machine Learning Engineers or data scientists. Proven experience defining and executing a multi-year technical vision and strategy for a large-scale, complex ML platform or product. Deep expertise in the design, architecture, and deployment of production-grade ML/AI systems, including deep knowledge of LLM orchestration, embedding models, and vector stores. Extensive experience with ML Ops and LLM Ops patterns, including designing and implementing rigorous evaluation metrics for non-deterministic AI features at scale. Strong background in building cloud-based services using AWS, GCP, or Azure, with experience managing high-volume data and various data stores. Experience in recruiting, hiring, and scaling high-performing Machine Learning or engineering teams. Exceptional communication and collaboration skills, with a proven ability to mentor engineers, influence product direction, and drive results across multiple teams. Desired: A Master's or Ph.D. in Computer Science, Machine Learning, Dat