Director, Business Intelligence & Analytics

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, diverse team 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. 

See yourself at Twilio

Join the team in Twilio’s R&D organization as our new Director of Business Intelligence & Analytics.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

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.

 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.

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. 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!

Required: 

• Education: Bachelor’s degree in a relevant field such as Computer Science, Information Systems, Business Administration, Mathematics, Statistics, or a related discipline. Advanced degrees such as a Master’s or MBA may be preferred.
• Experience:
• 12+ years of experience in data analytics in an enterprise environment.
• Proficiency using python (e.g. pandas, numpy) or R for data exploration and analysis, and experience with modern business intelligence and data visualization tools such as Looker, Tableau, and Superset  and storage & data management technologies including Snowflake and Athena.
• Experience leading, building and managing  business intelligence, product or data analytics teams in a remote, preferably global environment.
• Experience working with executive and board level reporting. Seamlessly distilling complex data into concepts and insights that achieve the desired business outcomes.

Preferable Experience: 

• Experience in management consulting, strategy & operations, communications, or a related field
• Experience with data/BI engineering, data warehousing, scaled data processing, and distributed computing technologies (AWS Glue, Hive/Spark, Zeppelin) is a strong plus.
• Experience in data science or advanced analysis techniques, including predictive analytics, regression, hypothesis testing, and causal analysis is a plus.

• Technical Skills:
• Ability to extract and manipulate data stored in relational and unstructured databases and lead teams of data analysts and data warehouse personnel.
• Strong Business Intelligence Skills:
• Combining business analytics, data visualization, data mining and other data infrastructure to help drive data-driven decisions.
• Strong Understanding of Experimentation: 
• With the ability to lead a cross-functional team to test hypotheses to help drive real customer and business benefit across consumer and expert populations
• Familiarity with the use of tooling such as Split and Optimizely for multivariate testing of customer experiences

Obsession with Understanding Customers: 

• Track record of distilling extensive transformative insights from customer actions and behaviors
• Adept in establishing effective cross-functional strategies for incorporating  the collection of behavioral data into the product and the product development lifecycle

Ability to Influence: 

• To drive business strategy across an enterprise organization as a result of analytical insights
• Demonstrated ability to align organizations across all levels in order to achieve effective data governance and controls

Track record of developing a high performance team: 

•  With the ability to grow talent and collective impact of a team in a remote and global environment

Effective Communication: 

• Ability to communicate and influence at all levels of an organization including simplifying insights and complex concepts into customer backed narratives

Adaptability: 

• Ability to pivot and adapt team strategy and resourcing according to evolving business needs
• Desire to "roll up the sleeves":  
• Ability to get into the heart of the business drivers on a portfolio of KPIs to support customer success and business strategies
• A builder at heart, with tactical understanding of how Twilio’s solutions bring value to customers

Ownership Mindset: 

• Track record of ownership and accountability
• Strategic Thinking: 
• Ability to align BI/Analytics  initiatives with R&D organizational goals and business strategy.
• Track record of creating organizational data cultures that maximize the business value of data by prioritizing usability over availability.
• Analytical Skills:
• Ability to assess data needs and measure the effectiveness of analytics initiatives through data analysis and feedback mechanisms.
• Project Management:
• Experience in managing multiple training projects, including planning, execution, and evaluation.
• Continuous Learning: 
• Commitment to personal and professional development, staying updated on industry trends and best practices.

Location

This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5-10% travel is anticipated to help you connect in-person in a meaningful way. 

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.

*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. 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: $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.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. Twilio is proud to be an equal opportunity employer.

Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Applications for this role are intended to be accepted until 04/28/2025 but may change based on business needs.

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.