Director, User Experience & Product Design

About The Job
This position is needed to grow, manage, and mentor a team of Product Designers, Researchers and Content Designers in building products that our customers love and value. As a design leader, this position will lead the experience vision for our customer experience products and provide leadership to execute best-in-class product experiences. This position will promote customer advocacy, partner with our cross-functional peers, champion strong team results, and foster a culture where designers are challenged to do their best work.
The UX team is a close-knit, collaborative group, who cares deeply about building trust with our customers and solving their problems. We work closely with product and engineering leadership to guide product strategy. With this role, we will amplify our impact on the products by creating holistic customer experiences across the product suite.
Responsibilities
In This Role, You'll:

• Uphold and evolve our brand and Design System. Maintain an extremely high bar for quality and consistency through critiques, UX principles, and reviews.
• Be a customer advocate. Coach your team on how to best navigate a rigorous, customer-informed process to identify and prioritize customer problems and rapidly validate solutions. Be a passionately vocal advocate for the Twilio Customer through all stages of research, design, development, and go-to-market activities.
• Be a proud people manager. Enthusiastically help your team hone their craft of product design. Encourage the sharing of new techniques and tools, showcase best of breed experiences in the market, and invest in professional development. Develop a sense of UX community and pride.
• Coach your team on how to break down complex problems, write and test hypotheses, craft success measures, and thoughtfully iterate from minimal lovable to mature, best-in-class product experiences.
• Be arm-in-arm with your departmental peers. Communicate and connect with your peers in UX, Product Management, Engineering, and Marketing in order to share learnings, align priorities, and identify opportunities for improvements to process or people.

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 hasnt followed a traditional path, dont let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
Required:

• 12+ years in user experience
• 5+ years as a people manager and have managed other managers
• Worked at a SaaS company, specifically on customer-facing product experiences
• A track record of producing or helping others produce highly usable and visually appealing product experiences
• Worked in a leadership capacity, directly driving UX strategies for people, process, and product
• Integrated customer research and testing into the design process
• Worked with a shared design system serving multiple teams and products
• Successfully combined a strong design process with agile and product management processes

Desired:

• High level of influencing and networking skills.
• Ability to challenge views/perspectives while securing buy-in from stakeholders.
• Strong communication, facilitation and presentation skills.
• Worked at a SaaS software company serving B2B customers.

Location
This role will be remote in the USA. This position is a remote role but is NOT eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.