Original listing text, shown exactly as published by the company.
Responsibilities
In this role, you’ll
- Architect the Twilio Email Vision: Own the holistic, end-to-end user journey strategy for Twilio Email inside the core One Console. Define the foundational mental models and interaction standards for complex API configurations, domain authentication, and transactional setups.
- Lead Cross-Channel Harmonization: Act as the strategic connective tissue between individual channel silos. Partner with design, product, and engineering leaders across Messaging and Voice to build unified, channel-agnostic configuration and observability narratives that redefine multi-channel builder experiences.
- Steer the Modernization of SendGrid: Define the long-term UX roadmap and structural evolution for our high-revenue, standalone SendGrid platform—ensuring it continues to scale seamlessly and remains the enterprise gold standard for deliverability and marketing workflows.
- Establish High-Level Strategic Partnerships: Cultivate influential, peer-to-peer relationships with Product Directors and Engineering VPs across our email teams. Elevate the UX organization to a strategic partner capable of driving product direction and balancing deep technical infrastructure primitives with elegant user outcomes.
- Define Observability & Platform Telemetry Standards: Architect the design framework for high-density data visualizations, centralized delivery event logs, and real-time diagnostic dashboards that help developers effortlessly track complex deliverability metrics and performance.
- Scale Design Systems & Mentorship: Drive the evolution of Twilio’s centralized design system by pioneering complex, reusable email primitives. Act as a mentor and multiplier for L3 designers and cross-functional teams across the Channels UX organization, elevating the overall craft and design rigor.
- De-risk Organizational Ambiguity: Navigate extreme technical and structural ambiguity, transforming vague corporate initiatives and fragmented customer journeys into a clear, unified 2027 strategic product roadmap.
Qualifications
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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
Work schedule: Full-time, US-based, remote
- 8+ years of professional product design experience architecting and shipping complex, data-heavy B2B SaaS platforms, developer tools, infrastructure products, or enterprise communication platforms.
- Expert-Level Systems Thinking: A world-class portfolio demonstrating deep structural design, cross-product workflow mapping, highly complex data architectures, and an ability to unify fragmented platform experiences.
- Executive Cross-Functional Leadership: Proven track record of influencing product strategy at the Director and VP level, balancing highly technical backend trade-offs, and directly shaping multi-year product roadmaps.
- Mastery of Technical Complexity: Experience taking abstract, technical infrastructure primitives (e.g., complex APIs, SDK integrations, distributed data layers) and translating them into seamless, developer-friendly mental models.
- Team Multiplier: Experience mentoring other designers, building design frameworks, and driving structural change within a scaling UX organization.
- AI-Powered UX Mindset: We’re building a UX team that's thoughtful about how AI is changing the way products are built, as well as how our work gets done. We expect UXers to be curious about AI-powered tools and workflows, and to use emerging technologies thoughtfully to improve speed, quality, and impact. We’re looking for people who can help us evolve our practice as these tools and expectations continue to change.
Desired
- Designed for Developers: Extensive practical experience designing interfaces for technical builders (APIs, CLIs, SDKs, or developer management consoles).
- Advanced Data Visualization Fluency: Deep expertise in designing intricate monitoring systems, log viewers, anomaly detection interfaces, or high-density analytical reporting dashboards.
- Email Industry Expertise: Deep familiarity with email delivery infrastructure, domain management (DNS, SPF, DKIM), transactional communication protocols, or experience directing design for platforms like SendGrid.
Location
This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.
Travel
We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project, customer, partner or team in-person meetings.
