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.

ABOUT THE JOB

Twilio is the world’s leading customer engagement platform empowering developers to build modern communication applications and experiences. Twilio’s R&D team is looking for a Director of Business Intelligence and Analytics to develop a high performing robust data ecosystem to support business reviews, new product introductions, key product performance metrics and provide insights into customer health from the lens of engineering and product management. We are seeking a dynamic and experienced Director of BI & Analytics to lead the strategic design and implementation of a robust self-serve product ecosystem that prioritizes user empowerment through data accessibility and insights.
This role will focus on building a high-performance data driven culture by transforming our practices to be data and customer insight driven. The ideal candidate will also have a passion for operationalizing data-driven insights into action through influencing the velocity and quality of learnings, while demonstrating a problem-solving and ownership mindset. Be part of a forward-thinking organization that values innovation and employee growth, where you have the opportunity to drive impactful change across the R&D function.
You will be leading a team of Data Analysts and Data Scientists to build and execute on the R&D Data Vision & Strategy, partnering and collaborating with a variety of stakeholders from Product, Engineering, and Operations to lead the strategic design and implementation of a robust data ecosystem within Twilio’s R&D organization. The Business Intelligence & Analytics team is responsible for providing valuable insights and influencing actions that optimize our customer experiences and operational practices, drive efficiencies and deliver growth outcomes for the business. This team shapes how we execute across our business priorities and R&D KPIs. If you are excited about building and leading a high-performing data and analytics team within R&D Operations, this is the opportunity for you.

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!

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.
Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. 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.
Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodations@twilio.com

RESPONSIBILITIES

In this role, you’ll be responsible for:

• Data Stewardship: Defining, establishing, and documenting standards, governance, and data stewardship appropriately to create consistent sources of truth, appropriately balancing data democratization with governance to drive outcomes via self-service insight generation while maintaining key metric alignment across business segments processes, metric definitions, ensuring they are all aligned with business strategy
• Self-Serve Data Product Ecosystem: Lead and oversee a team building a robust self-serve data product ecosystem that prioritizes user empowerment through data accessibility and insights to support business reviews, key performance metrics that provides a 360 degree view of customer health from the lens of Product & Engineering leadership.
• Develop & Own Product Analytics Strategy for R&D: define, implement, and optimize data-driven approaches that measure and drive product performance, user engagement, and business outcomes.
• Process Improvement: Identify and drive process improvements, automation, development of analytic models and other tools including reports, dashboards, and data visualizations; Continually look at the environment to challenge our assumptions around new sources of data, tools, talent, potential partners, etc.Establish requirements for data collection & storage: As well as methods & tooling for analysis
• 
  
• by analysts as well as by stakeholders on their own

• Target Setting: Regularly review target setting, monitoring, analysis and the creation of requirements for the data infrastructure for R&D’s KPIs and product performance metrics.
• Steer Critical Business Decisions: Leverage insights from our customer behaviors in and out of product to answer complex business questions.
• Identify Growth Opportunities: Analyze data to identify growth opportunities around retention, conversion, upsell and cross-sell and other revenue opportunities..
• Effective Collaboration: Collaborate with teams and executives to align data projects, presenting insights that influence strategic decisions and foster collaboration across the organization.
• Data Driven Mindset: Cultivate a culture of data-driven decision-making, empowering teams with effective tools for data exploration and promoting an environment where diverse perspectives are valued
• Team Development: Build and lead a dedicated Business Intelligence team to develop a culture that focuses on customer impact and a customer first mindset by using data to make informed decisions.
• Partner with a Variety of Stakeholders: Partner with Product Management, Engineering, FinOps, Operations, GTM and Strategy to ensure outcome alignment on critical R&D programs and initiatives.

The estimated pay ranges for this role are as follows:

• Based in Colorado: $185,500.00-$230,700.00
• Based in New York, Washington State, or California (outside of the San Francisco Bay area): $195,300.00-244,200.00
• Based in the San Francisco Bay area, California: $217,000.00-271,300.00
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave