Director, GTM Business Architecture

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 team with diverse experiences 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. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Director, Go-to-Market (GTM) Business Architecture About the job As the Director of GTM Business Architecture & Transformation, you will design the business blueprint for how our revenue engines scale. You sit at the high-stakes intersection of Sales Strategy & Operations and Enterprise Technology (ET). Your mission is to ensure that our global GTM processes are not just functional, but a competitive advantage. You will lead a function charted to define the "What" and "Why" of our sales process and technology ecosystem, serving as the primary bridge between the Field and Enterprise Tech. You are curious, thrive in ambiguity, driven to figure things out, and a change agent who can influence senior leaders but also roll up your sleeves to map a complex process or write a user story. This role is the gatekeeper ensuring that business requirements are high impact, clearly defined and prioritized before they reach the ET roadmap. The Director, GTM Business Architecture role reports to the VP of GTM Strategy, Operations and Enablement. Responsibilities In this role, you’ll: Process Design: Drive the design of new GTM capabilities and systemic process enhancements. You will audit existing sales motions to pinpoint bottlenecks, then architect the "to-be" state for specific workflows to ensure our tech stack is a force multiplier for the field, not a hurdle.Optimize for rep productivity, data integrity, and customer experience. Corporate Transformation: Serve as the primary GTM stakeholder representative into company-wide system and business process transformations (e.g., CRM migrations, tool integrations, or Billing system overhauls). AI & Innovation: Architect the GTM AI roadmap. Identify and define the requirements for GenAI capabilities that automate manual tasks and provide predictive insights to the field. Data Integrity: Collaborate with Data Engineering to ensure process design supports clean, automated reporting and data integrity Requirements Governance: Lead the definition of business requirements, process flows, and user stories (the “What” + the “Why”); partnering with ET who owns the functional design and technical feasibility (the How”). Ensure that what Enterprise Tech builds is exactly what the business needs. Strategic Intake & Prioritization: Establish and lead a formal intake and prioritization framework to rank field requests. You will trade-off field requests against technical debt and strategic imperatives, ensuring the engineering team is always focused on the highest-ROI drivers for the GTM organization UAT & Quality: Own the User Acceptance Testing (UAT) framework. Ensure no tool or feature launches unless it meets the "Field-Ready" standard. Tooling Roadmap: Manage the prioritization of the GTM tech stack, balancing "keep the lights on" fixes with "game-changing" innovations. VOTF Leadership: Design and lead "Voice of the Field" programs to gather grassroots feedback from sales, specialists and partner GTM orgs. Synthesize this feedback into actionable roadmap items. Change Management: Lead the launch strategy for new capabilities, partnering with Enablement to ensure high adoption and measurable ROI. People Management: Attract, develop, and lead a small, elite team of Business Architects/Analysts. Executive Influence: Act as a trusted advisor to VP/SVP leaders in GTM and Enterprise Technology, navigating conflicting priorities to drive a unified GTM vision. 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: Experience: 10+ years in GTM Operations, Business Systems, or Management Consulting, with at least 2+ years of people management. Think like a Sales Person: proven ability to understand sales and how to design for productivity Systems Fluency: Deep expertise in the Salesforce ecosystem and integrated GTM tools (Clari, Gong, Outreach, etc. or similar). Capable of translating business needs into business logic and technical concepts while relying on ET for system architecture, configuration and implementation. Shaping AI strategy for revenue organizations: Proven experience identifying and defining high-impact AI use cases for both customer-facing growth and internal GTM efficiency; expert at building business cases, quantifying success metrics, and driving adoption. The "Driver" Persona: You don't wait for permission. You identify friction, get people aligned, build a business case for a solution, and see it through to implementation with cross-functional teams.. Communication & Influence: Exceptional ability to simplify complex technical concepts for executive audiences and translate vague business "wants" into precise technical "needs.". Ability to lead through influence, drive change and build cross-functional alignment at all levels of the organization. Scale Mindset: You build for where the company will be in 2 years, not just where it is today. 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 or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Compensation *Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. 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, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $171,120.00 - $213,900.00. Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $ 181,200.00 - $226,500.00. Based in the San Francisco Bay area, California: $201,280.00 - $251,600.00. This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally 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. Applications for this role are intended to be accepted until April 25th, but may change based on business needs. 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. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.