Senior Manager, Machine Learning

About the Job: Twilio is shaping the future of communications. We are looking for a Senior Manager of Machine Learning to join our Conversation Memory team. This is a critical "player-coach" role focused on building foundational platform capabilities for the next generation of conversational AI. You will own the development of 0-to-1 platform features that empower developers to build sophisticated, context-aware customer engagement applications.

Responsibilities

• Collaborate with cross-functional teams to translate ambiguous business problems into a clear, prioritized ML product roadmap.
• Provide strategic direction and mentorship while contributing hands-on technical expertise to model deployment and experimentation.
• Establish a high-performing engineering setup that enables rapid iteration and deployment of ML models.
• Drive continuous improvement in team processes, tooling, and infrastructure to optimize for velocity and maintainability.
• Monitor the AI landscape for state-of-the-art research (LLMs, embeddings) and promote strategic adoption.
• Recruit, manage, and develop a diverse team of Machine Learning Engineers, setting clear goals and KPIs.

Qualifications

• Bachelors in Computer Science, Engineering, or a related field (MS/PhD preferred).
• 10+ years of experience in Applied ML or AI, with 3+ years specifically leading teams of MLEs or Data Scientists.
• Proven track record of executing multi-year technical visions for large-scale ML platforms.
• Deep expertise in production-grade ML/AI systems, including LLM orchestration, embedding models, and vector stores.
• Extensive experience with MLOps and LLMOps patterns, including rigorous evaluation metrics for non-deterministic AI.
• Strong background in cloud-based services (AWS, GCP, or Azure) managing high-volume data.
• Desired: Experience with conversational AI agents and working in geographically distributed settings.

What We Offer

• Remote-first culture with global impact and a vibrant community.
• Competitive pay and generous time off, including wellness and parental leave.
• Healthcare, retirement savings programs, and home office support.
• Opportunity to solve complex problems and take initiative in a "Twilio Magic" environment.