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, d