Because you belong at Twilio

The Who, What, Why and Where

We are seeking a leader of Customer Trust.  The communications industry is experiencing growing abuse from bad actors robocalling, spamming and phishing customers.  They attempt to use companies like ours in their activities. This role will be responsible for the end to end trusted communications efforts.  They will work to ensure compliance with evolving government regulations. They will build communications protocols with our customers to alert them of pending changes and actions needed by them.  They will lead our fraud and abuse detection and enforcement teams and define our policies. They will drive product requirements and implementation that enable our business customers to be verifiably identified for end consumers to answer their phones with confidence.


  • 20+ years of hands-on leadership and executive roles in the high-tech industry launching complex hardware and software products to market
  • Strong program management, planning, and organizational skills including the ability to handle multiple projects simultaneously in a fast-paced environment
  • Track record of driving significant and successful business transformation programs and scaling a company. Both startup and large corporation experience desirable
  • Strong interpersonal, presentation, communication and influencing skills, with the ability to build credible relationships across multiple functions
  • Proven ability to lead through influence and drive change
  • Experience driving both software and product development lifecycle, globally
  • Proven ability to drive change
  • Great operator.  You are able to lead and refine operations teams.  You identify and lead automation to drive higher efficiency
  • Strong analytical, leadership and organizational persuasion skills across multiple stakeholders, functions, and customers
  • A bachelor’s degree in Engineering, Business or equivalent experience, MBA preferred; Program Management expert


  • Ability to drive large, complex projects and initiatives cross-functionally
  • Drive global end-to-end program execution, operational excellence, and transformation in order to deliver financial and strategic company objectives
  • Portfolio: Prioritize, optimize, and align portfolios across the cross-functional programs to ensure successful on-time delivery and efficient execution while also ensuring constant improvement and predictability in execution across key functions of the company
  • Implementer: Drive business priorities from start to finish. Execute special projects or initiatives on behalf of the executive team or the organization
  • Operating cadence: Keeping operations moving and establishing the structure and process for better transparency, communication, and execution
  • Work with customers, government policy leaders, legal, pr, and internal r&d teams to drive business outcomes
  • Work collaboratively with stakeholders across multiple functions, establishing and delivering optimal strategies that support the growth of the business
  • Create cohesion among teams and departments. Connect the dot across the organization for improved alignment and engagement


The Trusted Communications team is central to Twilio's leadership in creating Trust in the world of communications.  At Twilio, we've had a front row seat for the last 11 years to see the amazing innovations that developers and companies bring to the world's communications when the barriers to innovation are lowered.  We've seen Crisis Text Line build a nationwide text hotline, which has helped [hundreds of thousands of] people in their moment of crisis. We've seen Uber, Lyft and others reinvent transportation while preserving the privacy of drivers and riders with innovative uses for voice and SMS. We've seen Remind reinvent educational communications, enabling millions of school teachers to communicate with parents and students over text. These, and more than 140,000 other customers, are reimagining how communications impacts our lives every day.  The key to preserving this innovation is Trust -- trust in the communications you're having and trust in the technology and companies behind it all. This team will be the steward of that trust for our customers. It is core to everything we do at Twilio and our #1 priority.


This position will be located in our office at 375 Beale Street in San Francisco. You will enjoy our office perks: catered meals, snacks, game room, ergonomic desks, massages, Wednesday dinners, bi-weekly All Hands and more. What you will also get to experience is a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience,  understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture where everyone is able to do and be the best version of themselves.

About us:

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.

Twilio is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal opportunity regardless of race, color, ancestry, religion, gender, gender identity, parental or pregnancy status, national origin, sexual orientation, age, citizenship, marital status, disability, or Veteran status and operate in compliance with the San Francisco Fair Chance Ordinance.

Apply for this Job

* Required


U.S. Equal Opportunity Employment Information (Completion is voluntary)

Individuals seeking employment at Twilio are considered without regards to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation. You are being given the opportunity to provide the following information in order to help us comply with federal and state Equal Employment Opportunity/Affirmative Action record keeping, reporting, and other legal requirements.

Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Form CC-305

OMB Control Number 1250-0005

Expires 1/31/2020

Voluntary Self-Identification of Disability

Why are you being asked to complete this form?

Because we do business with the government, we must reach out to, hire, and provide equal opportunity to qualified people with disabilities1. To help us measure how well we are doing, we are asking you to tell us if you have a disability or if you ever had a disability. Completing this form is voluntary, but we hope that you will choose to fill it out. If you are applying for a job, any answer you give will be kept private and will not be used against you in any way.

If you already work for us, your answer will not be used against you in any way. Because a person may become disabled at any time, we are required to ask all of our employees to update their information every five years. You may voluntarily self-identify as having a disability on this form without fear of any punishment because you did not identify as having a disability earlier.

How do I know if I have a disability?

You are considered to have a disability if you have a physical or mental impairment or medical condition that substantially limits a major life activity, or if you have a history or record of such an impairment or medical condition.

Disabilities include, but are not limited to:

  • Blindness
  • Deafness
  • Cancer
  • Diabetes
  • Epilepsy
  • Autism
  • Cerebral palsy
  • Schizophrenia
  • Muscular dystrophy
  • Bipolar disorder
  • Major depression
  • Multiple sclerosis (MS)
  • Missing limbs or partially missing limbs
  • Post-traumatic stress disorder (PTSD)
  • Obsessive compulsive disorder
  • Impairments requiring the use of a wheelchair
  • Intellectual disability (previously called mental retardation)
Reasonable Accommodation Notice

Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.

1Section 503 of the Rehabilitation Act of 1973, as amended. For more information about this form or the equal employment obligations of Federal contractors, visit the U.S. Department of Labor's Office of Federal Contract Compliance Programs (OFCCP) website at

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.