Director, Global Security Operations Center

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.

See Yourself at Twilio

Join the team as Twilio’s next Director, Global Security Operations Center.

About the Job

The Director, Global Security Operations Center (GSOC) will be responsible for evolving and maturing Twilio’s GSOC infrastructure to strengthen the foundation of our overall security posture and enable the safety and security of our people and assets worldwide. The GSOC serves as a 24/7/365 command, control, and communications environment to create a unified view of potential threats in a dynamic environment.

This team is evolving to meet the needs of an open work environment which creates unique challenges. We are looking for an experienced, critically-thinking, and strategic GSOC leader to optimize our resources and develop strategies to strengthen our existing foundation to support the needs of a multinational business. This means bringing in broad knowledge of intelligence-driven physical security programs to strategically lead, operationalize, and optimize the GSOC’s state of readiness.

This role will report directly to the Senior Director of Corporate Safety & Security.

Responsibilities

In this role, you’ll:

• Lead and develop a high-performing and customer-focused team of global GSOC operators and protective intelligence analysts who assess emerging and persistent risks and threats to the business.
• Implement, deploy, and manage the use of best-in-class technologies to enable global situational awareness of events with potential business impact.
• Refine emergency and non-emergency monitoring protocols for physical security systems (access control alarms, intrusion detection, video surveillance, fire/life safety systems) to ensure proficient and cohesive detection and response.
• Train and manage a global team to investigate anomalous activity, conduct risk assessments, account for employees, business travelers, and assets in emergency situations, coordinate emergency response logistics and personnel, and oversee the timely issuance of emergency notifications and situational reports in coordination with Incident Commanders and threat management teams.
• Develop clear and user-friendly policies and procedures to ensure GSOC operators deliver consistent quality of service across all regions, for all stakeholders.
• Proactively and confidently brief executive leadership during incidents or crisis events and ensure all GSOC communication and documentation is fit for purpose.
• Brief external customers on GSOC infrastructure and capabilities.
• Identify, select, and manage appropriate equipment, software solutions, and vendors to support the GSOC and physical safety and security operations.
• Develop effective strategic partnerships with key stakeholders to leverage their expertise, gain support for initiatives, achieve shared goals, and navigate complex challenges by fostering open communication and collaboration.
• Establish and monitor actionable performance metrics to track effectiveness of the program, personnel, and return on investment and continually assess and refine to ensure the needs of the business and leadership priorities are met.
• Provide strategic business direction and guidance based on fact patterns and understanding of the global risk landscape.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who...