Director, R&D Change Management Communications

See yourself at Twilio

Join the team in Twilio’s R&D organization as our new Director Strategic Communications.

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 Organization is looking for their Director of Change Management Communications to create, ideate, edit and produce content targeted to Twilio’s R&D employees worldwide. 

As the Director of R&D Change Management Communications, you will play a pivotal role in crafting and leading executive-level messaging that resonates with internal R&D audiences. You will develop organization-wide communication strategies, messaging frameworks, and content while collaborating with various teams across the business.

The ideal candidate is a skilled narrator with strong writing, editing, and editorial judgment, and experience creating change management content for R&D audiences. You will manage multiple communications initiatives, shaping content strategy based on audience insights and narrative priorities. Your work will focus on generating compelling stories that communicate key R&D initiatives that include our global all hands, change management efforts, org design updates, L&D efforts, and Product Development Lifecycle comms.

This individual contributor role reports to the Vice President of R&D Operations, supporting the R&D Executive Leadership Team. The successful candidate will have a proven track record in delivering impactful communications and demonstrating a deep understanding of the digital content landscape. Strategic, global thinkers with strong leadership experience, a goal-oriented mindset, and the ability to thrive in a fast-paced, start-up culture will excel in this role.

You will play a crucial role in aligning communication strategies with business priorities, inspiring and informing our global R&D team, and helping shape the narrative that supports our vision in which every digital interaction between business and consumers is amazing.  

Responsibilities

In this role, you’ll be responsible for:

• Change Management communications: Develop and drive the communication plan for Twilio’s Executive R&D Leadership Team around change management efforts. This includes fostering a collaborative and transparent narrative that aligns and engages R&D teams, supports cross-functional collaboration, and reinforces shared goals and initiatives across the organization.
• Communication Cadence: Work closely with the CPO, R&D LT VP of Product Operations and HR to develop the right cadence of communications, craft content and messaging that inspires and informs a diverse set of audiences.
• Internal Comms Calendar: Build and manage robust internal communications calendar based on business priorities, announcements, organizational changes, monthly communication. and key strategic objectives
• R&D All Hands: Collaborate with R&D LT to drive, coordinate and execute R&D Programs including , global R&D programs, All Hands, Ask Me Anything Sessions, Hackathons and Fireside Chats that build trust and connection.
• Evolve Comms Channels: Evolve existing Switchboard site (intranet) and create new comms channels and tactics that deliver the right message, to the right audience, and the right time.
• Develop Impactful, Targeted Content: Outline and develop impactful presentations written narratives, and talking points for R&D audiences.
• Partner with Human Resources:  Partner with Human Resources (HRBPs) to create culture-building programs and content across the department, including employee spotlights, feedback channels, survey analysis, HOOT analysis and milestone celebrations.
• Measure Success: Measure and evaluate comms impact and effectiveness and adjust strategy accordingly

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: 

• Experience:
• 8-10 years of executive communications experience supporting a VP or above in an R&D organization
• Excellent content development and writing skills, with specific focus on executive presentations, blog posts, video, and internal R&D messaging and communications
• Strong powerpoint, google slides and keynote skills
• Strategic Thinking: Ability to align communication strategies with organizational goals and R&D priorities.
• Executive Presence: Strong ability to represent senior leaders in communications, tailoring messages to various audiences and maintaining a high level of professionalism.
• Crisis Communication: Expertise in handling communication during crises or sensitive situations, ensuring clear, confident, and transparent messaging.
• Stakeholder Management: Proven experience working with senior executives, department heads, and stakeholders to ensure messages are aligned and impactful.
• Content Creation: Strong writing, editing, and storytelling skills to produce clear, concise, and engaging communications, including speeches, articles, blogs, newsletters, and social media content.
• Employee Engagement: Ability to engage and inspire the R&D teams through communication, promoting a culture of innovation, transparency, and collaboration.
• Change Management Communication: Skill in communicating organizational changes, strategic shifts, or innovation milestones to R&D employees in a way that fosters alignment and minimizes disruption.
• Digital Communication: Proficiency in leveraging digital platforms (internal website, email presentations) to disseminate information and build the organization’s brand in the R&D space.
• Project Leadership: Ability to manage multiple communication initiatives simultaneously, ensuring deadlines are met, and projects are executed effectively.
• Flexibility: Ability to quickly adapt communication strategies to new developments in R&D or shifting priorities.
• Continuous Learning: Willingness to stay informed about trends in R&D, communications, and leadership to continually improve 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 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: $167,800.00 - $209,700.00 
• Based in New York, Washington State, or California (outside of the San Francisco Bay area): $177,700.00 - $ 222,100.00
• Based in the San Francisco Bay area, California: $197,400.00 - $ 246,700.00 
• 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. 

Applications for this role are intended to be accepted until 02/28/2025 but may change based on business needs.