Director

Summary

Join Twilio as the next Director, Global Security Operations Center (GSOC) to lead and develop a high-performing team responsible for evolving and maturing Twilio’s GSOC infrastructure. The Director will implement and manage best-in-class technologies for global situational awareness, refine emergency monitoring protocols, and train a global team to investigate anomalous activity and coordinate emergency responses. This role requires strategic leadership, optimizing resources, and developing strategies to strengthen the existing foundation to support a multinational business. The position involves briefing executive leadership during incidents, managing vendors, and establishing performance metrics. The ideal candidate will have extensive experience in GSOC, risk, and intelligence leadership, along with a strong understanding of physical security and related technologies.

Requirements

• 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
• 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

Responsibilities

• 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

Preferred Qualifications

• 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

Benefits

• Health care insurance
• 401(k) retirement account
• Paid sick time
• Paid personal time off
• Paid parental leave