Director, Global Security Operations Center

Who we are

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.
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Hiring and how we work

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
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See yourself at Twilio

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

About the job

Twilio is seeking an experienced Director of Global Security Operations Center (GSOC) reporting to the Senior Director of Corporate Safety & Security. This M5 leader will mature Twilio's 24/7/365 GSOC infrastructure, optimizing resources and implementing intelligence-driven physical security programs to ensure global asset protection and threat readiness in a dynamic, open work environment.

Responsibilities

In this role, you’ll:

• Lead and develop a high-performing and customer-focused team of global GSOC analysts 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 analysts 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
• Identity, 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
• Perform additional duties as assigned

Qualifications

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

*Required:

• 10+ years of experience in GSOC, risk, and intelligence leadership or equivalent security, military, or law enforcement operations
• Proficiency in physical security risk monitoring technologies, systems, software, integrations, and data aggregation, optimization, and visualization tools
• Demonstrated experience overseeing risk analysis, physical security, protective intelligence, surveillance detection, incident tracking, protection of sensitive and proprietary information, incident and crisis management, and business continuity
• Proficiency with operational oversight of executive travel and major events
• Ability to independently implement initiatives, and balance multiple work streams and competing priorities in a fast-paced environments
• Analytical and critical thinking skills required to solve problems that are broad in scope and perform analysis of data to facilitate decision making
• Ability to prepare and regularly update process documents, professional reports, and develop and deliver security-related training and education
• Experience interfacing and collaborating with executives, peers, regulatory agencies, and external clients to develop solutions and gain consensus
• Experience with developing and delivering security services and programs for remote employees
• Experience conceptualizing and executing on numerous initiatives and balancing competing priorities
• Experience in building relationships and partnering broadly
• Excellent interpersonal, communication, organization and presentation skills

Desired:

• 8+ years of experience developing professionals within the area of specialization
• Broad understanding of Cybersecurity Framework (NIST CSF), ISO27001, and critical infrastructure protection requirements, physical security technology controls, innovative mitigation tactics, and applicable regulatory requirements
• Experience and in-depth understanding of sourcing and procurement models, tools, processes, and policies in a program/project/contract manager role
• Fluency with data optimization, aggregation, anomaly detection, geolocation tools
• Fluency in Google Suite, Airtable, Jira, ServiceNow
• Fluency in Physical Security Incident Management Systems (PSIM) including Employee Mass Notification software, Asset Monitoring software, Travel Duty of Care systems

Location

This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.

Travel

We prioritize connection 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.

What We Offer

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

Compensation

*Please note the salary range information provided applies only to candidates residing in California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State due to local requirements. Compensation for candidates in other locations will be discussed during the hiring process. Please note that hiring for this role is not restricted to the locations listed above.

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 New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $181,200 - $226,500
• Based in the San Francisco Bay area, California: $201,28 - $251,600
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All 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.

Applications for this role are intended to be accepted until 11/01, but may change based on business needs.

Twilio thinks big. Do you?

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Stay alert to recruitment fraud

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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, Twilio participates in the E-Verify program in certain locations, as required by law.