Tom Jose

About Tom Jose

Principal Product Manager | Generative AI, Conversational AI & SaaS-CPaaS LeaderI am a Principal Product Manager at Twilio with a proven track record of taking 0 → 1 products from idea to enterprise-scale adoption and unlocking hundreds of millions in revenue opportunities. At Twilio, I spearheaded AI-first innovations in our contact center CCaaS platform Flex and launched new channels in our voice and messaging platforms that unlocked a $750M addressable market value (AMV) opportunity, while scaling the platform globally through product-led growth (PLG) strategies.Previously at ServiceNow, I drove the 0 → 1 launch of Lightstep Incident Response, shaping it into a growth driver, and at Nissan, I led digital product transformations that optimized connected car experiences across global markets. Across these roles, I have successfully led cross-functional teams of up to 75 engineers, designers, and PMs, delivering complex AI and SaaS products on aggressive timelines.My expertise spans RAG, embeddings, vector databases, multi-agent AI systems, AI safety guardrails, MLOps pipelines, and fine-tuning workflows but my differentiator is how I use these technologies to deliver real business impact. I have built AI copilots, contextual assistants, and automated workflows that not only showcase frontier AI but also drive measurable outcomes such as reduced customer support costs, faster adoption, and higher enterprise stickiness.I also bring deep experience in AI safety, evaluation, and guardrails, ensuring products are trustworthy and aligned. Looking ahead, I explore autonomous agent frameworks (AutoGen, BabyAGI, CrewAI) to design next-generation AI ecosystems capable of reasoning, planning, and collaborating autonomously.As an alumnus of NIT Calicut and IIM Lucknow, I consistently ranked among the top of my class, demonstrating a commitment to excellence that has carried through my career. This strong foundation in technology and business powers my ability to bridge strategic vision with hands-on execution.My work reflects a commitment to responsible AI innovation, 0 → 1 product leadership, and delivering measurable impact at enterprise scale. If you’re building the next wave of AI-first products and looking for a product leader who bridges vision, execution, and deep technical fluency, let’s connect.

Experience

1. Principal Ai Product Manager

   Twilio

   Sep 2022 — Present · Bengaluru, IN

   Driving Generative AI, LLMs, RAG, and AI agents into Twilio’s CPaaS and CCaaS platforms, transforming enterprise messaging, contact center, and identity experiences.Lead AI-first strategy for Twilio Programmable Messaging APIs and Twilio Flex, delivering advanced conversation automation, summarization, and personalization.Build deep ISV ecosystem integrations and privacy-first AI governance at scale.Lead product strategy and execution for Generative AI–driven conversational CPaaS, integrating LLMs, Retrieval-Augmented Generation (RAG), and AI agents into Twilio Programmable Messaging APIs, enhancing automation, personalization, and operational efficiency for enterprise customers.Drive innovation in mobile and admin experiences for Twilio Flex CCaaS platform, delivering AI-powered routing, identity & access management, and deep ISV ecosystem integrations.Collaborate cross-functionally to define AI product roadmaps, integrating advanced natural language understanding, conversation summarization, and proactive assistance into messaging and omnichannel customer engagement.Champion adoption of privacy-first AI practices, model evaluation frameworks, and customer trust measures in AI deployments at scale.

Education

• Indian Institute of Management, Lucknow

  Master of Business Administration - MBA, Two year full time MBA

• Indian Institute of Management, Lucknow

  PGDM, Marketing, Systems

  2009 — 2011

• National Institute of Technology Calicut

  Bachelor of Technology - BTech

• St Joseph's College, Calicut

  Science

Skills

• Marketing
• Product Management
• Business Intelligence
• Strategy
• Strategic Planning
• Finance
• Consulting
• Competitive Analysis
• Analytics
• Business Strategy
• Team Management
• Pre-Sales
• Project Management
• Leadership
• Business Planning
• Market Research
• Management Consulting
• Program Management
• Business Development
• Requirements Analysis
• Crm
• Requirements Gathering
• Business Analysis