Manager, Security Customer Enablement

Join the team as our next Manager, Information Security Customer Enablement on Twilio’s Information Security Team.

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 mean that no matter your location, you’re part of a vibrant, diverse team making a global impact each day. Your career at Twilio is in your hands.

About the job

We are seeking a Manager, Information Security Customer Enablement to lead a team of analysts responsible for addressing InfoSec-related customer inquiries at Twilio. In this role, you will manage a InfoSec Customer Facing Team, Twilio’s External Trust Center, InfoSec Related Customer Escalations, and more.

Responsibilities

In this role, you’ll:

• Lead and manage a team of analysts responsible for addressing InfoSec-related customer inquiries.
• Oversee Twilio’s External Trust Center, ticketing metrics for security document requests, questionnaires, customer calls, legal reviews, audits, and incident inquiries.
• Tie all tickets to SLAs, monitor compliance, track escalations, and proactively address issues.
• Enhance dashboard features by implementing real-time monitoring, trend analysis, and visual analytics.
• Drive process improvement initiatives through root cause analysis, workflow optimization, and automation in ServiceNow.
• Define clear escalation paths and ensure team understanding of procedures.
• Establish an overall feedback loop by calculating support costs per customer (ROI) and providing insights to Finance and GTM teams.
• Cultivate strong relationships with Twilio teams to enable customer success.
• Support the Go-To-Market team by explaining how information security concerns impact sales opportunities, emphasizing collaboration with Solutions Engineers.
• Hold team members accountable for performance and adherence to processes and standards.

Qualifications

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply.

Required:

• 4-8 years of management experience in a customer-facing support role, ideally within the Information Security domain.
• Proven track record of building and improving existing programs and processes, including leading technical customer-facing support and communications programs.
• Experience working with or leading global teams.
• Broad knowledge of IT concepts (encryption, networking, operating systems, databases, middleware, applications) and working knowledge of security legal and regulatory requirements (e.g., PCI, SOC, HIPAA, GDPR, FedRAMP, NIST, ISO/IEC 2700X, COBIT).
• Possession of or willingness to obtain a relevant certification such as CISSP, CISA, CCSP, CCSK, CIPP, PMP, CRISC, CFCP, or CGEIT.
• Experience developing metrics, KPIs, SLAs, ensuring team accountability, and proficiency with ticketing systems and dashboard analytics.
• Ability to perform root cause analysis, drive process improvements, and experience with automation tools like ServiceNow.
• Strong customer interaction and support experience, ensuring timely, efficient, and accurate responses.
• Excellent communication and interpersonal skills and experience working with cross-functional teams.
• Bachelor's degree in Information Security, Computer Science, or a related field.
• Experience defining clear escalation paths and ensuring team adherence.
• Knowledge of calculating support costs per customer (ROI) and providing feedback to Finance and GTM teams.
• Strong leadership and team management skills.
• Familiarity with customer relationship management tools and support ticketing systems, particularly ServiceNow.

Location

This role will be remote based in Ireland or the UK.

Travel

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 competitive pay, 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.

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

Twilio is proud to be an equal opportunity employer.

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 accommodation@twilio.com.

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