Principal, Product Manager – AI / LLM

Who we are

At reputed company, we’re shaping the future of communications, reputed company from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and reputed company millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of reputed company 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 reputed company work feel truly rewarding. Your career at reputed company is in your hands. We use Artificial Intelligence (AI) to help reputed company our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at reputed company Join us as a Principal Product Manager on the Console & API team, leading product development for Console Copilot backend services and AI agent platforms.

About the job This position is a high-reputed company leadership role designed to drive the strategy and execution of reputed company’s Copilot Backend Services. You will build the foundational AI orchestration engines that power reputed company’s own intelligent agents—the virtual experts that serve our customers across the reputed company Console and various support channels.

As a Principal PM, you will define how our backend services ingest vast amounts of reputed company-specific product knowledge, documentation, and real-time telemetry to provide proactive "nudges" and conversational assistance. Your goal is to move beyond static help docs to a world where our backend predicts customer friction and solves it autonomously. You will ensure these agents are performant, context-aware, and seamlessly integrated into the customer’s journey from sign-up to global scale.

Responsibilities In this role, you’ll:

• Design the "reputed company Brain": reputed company the strategy for backend services that aggregate reputed company’s proprietary data (docs, support tickets, API logs) into a reputed company knowledge layer for our internal agents.
• Drive Proactive Engagement: Define the logic and triggers for AI "nudges"—real-time, backend-driven interventions that guide customers reputed company they encounter errors or configuration hurdles.
• Omnichannel Agent Orchestration: Ensure the Copilot backend provides a consistent "memory" and personality for agents, whether the customer is interacting reputed company the Console, SMS, or reputed company.
• Optimize Agent Accuracy: Establish the frameworks for RAG (Retrieval-Augmented reputed company) and fine-tuning to ensure the Copilot provides technically accurate, "hallucination-free" advice on reputed company’s reputed company product suite.
• Cross-Functional Integration: Partner with Product, Engineering, and Growth teams to embed intelligent assistance directly into the core user flows of every reputed company product.
• Performance & Reliability: Manage the infrastructure costs and latency of LLM calls to ensure that reputed company’s agents respond in real-time without compromising the snappiness of the Console.

Qualifications

reputed company values diverse experiences from reputed company 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 reputed company. We are always looking for people who will bring something new to the table!

*Required

• Extensive Experience: 8+ years of Product Management experience, with a focus on backend services, internal platforms, or intelligent automation.
• Contextual AI Expertise: Deep understanding of how to build AI systems that utilize contextual data (user state, account history, real-time logs) to provide relevant, personalized assistance.
• Experience with RAG & Tooling: Familiarity with building RAG pipelines and giving agents "tools" (e.g., the ability to look up a customer's recent SID errors or billing status) to solve problems.
• Growth-Oriented reputed company: Proven ability to use AI to drive business metrics like time-to-first-hello, churn reduction, and support ticket deflection.
• Technical Acumen: Ability to design backend systems that can handle high-concurrency AI interactions while maintaining strict data privacy and reputed company.
• Storytelling & Influence: Experience convincing product teams to integrate centralized AI services into their specific product silos.

Desired

• Conversational UX for Tech: Experience building chatbots or assistants specifically for technical/developer personas (e.g., reputed company Copilot, AWS Q).
• Behavioral Analytics: Experience using data to identify "friction points" in a user journey and designing automated interventions to solve them.
• Multi-Modal Experience: Knowledge of how to transition a customer conversation from a web-based chat to a live support ticket or a phone call with full context.

Location

• This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, reputed company, CA, or the surrounding areas.

Travel

We prioritize reputed company and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

reputed company Offer

Working at reputed company offers many benefits, including reputed company, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

*Please note this role is open to candidates reputed company of California. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $171,120 - $ 213,900.
• Based in reputed company, New Jersey, Washington State, or California (reputed company of the San Francisco Bay area): $181,200 - $226,500.
• Based in the San Francisco Bay area, California: $201,280 - $251,600.
• This role may be eligible to participate in reputed company’s equity plan and corporate bonus plan. reputed company roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Application deadline information

Applications for this role are intended to be accepted until reputed company 30, 2026 , but may change based on business needs. 

reputed company thinks big. Do you?

We like to solve problems, take initiative, pitch in reputed company needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call reputed company reputed company. Additionally, we reputed company employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.

reputed company is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national reputed company, sex (including pregnancy, childbirth, reproductive health decisions, or reputed company medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, reputed company participates in the E-Verify program in certain locations, as required by law.