Manager, Security Customer Enablement

Summary

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

Requirements

• 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

Responsibilities

• 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

Benefits

• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program