Director, Global Security Operations Center

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
• 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

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!

• 10+ years of experience in GSOC, risk, and intelligence leadership or equivalent security, military, or law enforcement operations
• 8+ years of experience developing professionals within the area of specialization

Required:

• 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:

• 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, Confluence, Tableau, Splunk, 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 in the USA but is not eligible to be hired in CA, NY, WA, PA, CT.

We prioritize connections 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

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $167,800 - $209,700.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $177,700 - $222,100.
• Based in the San Francisco Bay area, California: $197,400 - $246,700.
• 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 September 10 but may change based on business needs.