Director, Crisis Response

San Francisco, CA, USA | Twilio

  • Industry:
    Telecommunications & Wireless
  • Position Type:
  • Functions:
    General Management
  • Experience:
    7-10 years
Job Description:
143 people have viewed this job

At Twilio, we fuel the future of communications.Communications - or the lack thereof - is often the cause and solution to many of the world’s problems.And when it comes to people in crisis, communications can be the bridge between life and death. From someone at risk of overdosing on drugs to a woman being victimized by a violent partner, Twilio is here to power the calls for help and prevent crises before they happen.Our vision is that one day, everyone at risk will get the help they need, right when they need it. And one day, fewer people will be in those life or death moments of crisis.

The newly created Director of Crisis Response will be responsible for leading’s focus on crisis response and prevention.This person will develop and execute the strategy to use Twilio’s unique assets to solve problems and fill gaps in crisis response and prevention.S/he will expand the positive impact globally while also ensuring continues to be a sustainable business. This primarily involves leveraging Twilio’s technology, but the person will also work with other members of the team to define how Twilio’s grants, investments, and volunteer time can support crisis response.Crisis response includes using communications to help people experiencing crises such as drug abuse, domestic violence, and sexual assault. It also includes helping improve emergency response here and around the world (eg: 911 and other emergency response systems outside the US).


Lead the strategy, planning, and execution to make a meaningful impact in crisis response and prevention

Define the problems and gaps where Twilio can uniquely help with our technology

Communicate the business and technical rationale behind recommendations

Define why and what to leverage from our existing platform or build if it doesn’t yet exist.In collaboration with the Product Marketing Manager, define positioning, pricing, and marketing.

Build and maintain relationships across the crisis response ecosystem, including with companies and organizations that are providing crisis response

Apply existing products and define new products or APIs that fit both our existing offering as well as new markets and use cases in crisis response  

Work cross-functionally with teams inside Twilio (Product, Engineering, Sales, Marketing) and influence decision making with senior-level audiences

Build and manage a team to execute the vision and strategy


7+ years of Product Management or P&L management (General Manager) experience

High growth technology company experience

Thinks critically and objectively; has excellent problem solving skills and the ability to make quick decisions based on business demands and social impact potential.

Ability to see patterns in customer challenges.

Ability to distill complex issues into structured frameworks and concrete action plans.

Excellent communication and interpersonal skills, ability to be personable yet persistent.

Highly entrepreneurial and comfortable working in a fast-paced environment with ambiguity and minimal guidance - be an owner.

Knowledge and experience with developer products.

Enthusiastic about leveraging technology to do good in the world.

You have experience writing code - for fun, college, or work. We are looking for someone with a technical bent to communicate with our engineers and engineering management, as well as our engineering-focused customers.


Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications.

Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience.We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio. Come join us.