Director, Global Security Operations Center
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Job Description
Director leading Twilio’s 24/7/365 global security operations center. Protecting Twilio’s communications technology, people, assets, and operations through intelligence-driven physical security.
Responsibilities:
- Lead and develop a high-performing, customer-focused team of global GSOC and protective intelligence analysts
- Implement, deploy, and manage technologies enabling global situational awareness of business-impacting events
- Refine emergency and non-emergency monitoring protocols for access control, intrusion detection, video surveillance, and fire/life safety systems
- Manage investigations of anomalous activity, risk assessments, emergency accountability, response logistics, emergency notifications, and situational reports
- Develop policies and procedures ensuring consistent GSOC service quality across regions and stakeholders
- Brief executive leadership during incidents and crisis events
- Brief external customers on GSOC infrastructure and capabilities
- Select and manage equipment, software solutions, and vendors for GSOC and physical security operations
- Build strategic partnerships with stakeholders
- Establish and monitor performance metrics for program effectiveness, personnel, and return on investment
- Provide strategic business direction based on global risk analysis
- Perform additional duties as assigned
Requirements:
- 10+ years of experience in GSOC, risk, and intelligence leadership or equivalent security, military, or law enforcement operations
- 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 environment
- Analytical and critical thinking skills to solve broad problems and analyze data for decision making
- Ability to prepare and update process documents and professional reports, and develop and deliver security-related training and education
- Experience collaborating with executives, peers, regulatory agencies, and external clients to develop solutions and gain consensus
- Experience developing and delivering security services and programs for remote employees
- Experience conceptualizing and executing numerous initiatives while balancing competing priorities
- Experience building relationships and partnering broadly
- Excellent interpersonal, communication, organization, and presentation skills
- Desired: 8+ years of experience developing professionals within the area of specialization
- Desired: Broad understanding of NIST CSF, ISO27001, critical infrastructure protection requirements, physical security technology controls, mitigation tactics, and applicable regulatory requirements
- Desired: Experience with sourcing and procurement models, tools, processes, and policies in a program/project/contract manager role
- Desired: Fluency with data optimization, aggregation, anomaly detection, and geolocation tools
- Desired: Fluency in Google Suite, Airtable, Jira, and ServiceNow
- Desired: Fluency in Physical Security Incident Management Systems, including employee mass notification, asset monitoring, and travel duty of care systems
Benefits:
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare insurance
- 401(k) retirement account
- Paid sick time
- Paid personal time off
- Paid parental leave
- Potential eligibility for Twilio’s equity plan
- Potential eligibility for Twilio’s corporate bonus plan
- Support for employee volunteering and donation efforts
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