Principal Internal Communications Manager

<div class="content-intro"><p><strong>Who we are&nbsp;</strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent">&nbsp;hundreds of thousands of businesses&nbsp;</a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, 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.<br><span style="color: rgb(255, 255, 255);">.</span></p> <p><strong>Hiring and how we work :</strong></p> <p>We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!&nbsp;</p> <p>Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.&nbsp;<br><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as Twilio’s next Principal Internal Communications Manager, a high-impact, individual contributor leadership role reporting to and working in close partnership with the Internal Communications Lead.</p> <p><strong>About the job</strong></p> <p>Twilio’s Internal Communications team is seeking an experienced, strategic, and highly collaborative Principal Internal Communications Manager to serve as a cornerstone of our global IC function. In this role, you will act as a primary thought partner to the team lead on overarching program strategy and execution, while taking direct ownership of our most critical, sensitive, and high-stakes employee communications. Your work will be integral to protecting Twilio's culture, aligning our workforce, and navigating complex corporate moments for our 5,500 Twilions around the world.</p> <p>This Twilion will have world-class strategic acumen, impeccable discretion, and a calm, steady demeanor under pressure. You are a seasoned expert at navigating complex corporate, legal, and social environments, possessing the rare ability to translate high-stakes business realities into empathetic, clear, and highly effective internal narratives.</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <ul> <li><strong>Partner on Global IC Strategy:</strong> Work in close partnership with the Internal Communications Lead to co-architect the overarching strategic direction and execution of the wider internal communications program.</li> <li><strong>Partner closely with PR/External Comms: </strong>Serve as point of contact with external comms team during strategic projects and crises, ensuring internal and external narratives stay aligned and sequenced.</li> <li><strong>Lead highly sensitive employee communications:</strong> Own the end-to-end strategy, narrative creation, and execution for high-stakes, sensitive corporate scenarios, ensuring absolute confidentiality, accuracy, and cultural alignment. Including but not limited to employment legal issues, ethics and misconduct cases, regulatory or legal actions, and safety &amp; security incidents.</li> <li><strong>Manage transactional &amp; structural change comms:</strong> Drive the internal communication strategy for complex corporate evolutions, including Mergers &amp; Acquisitions (M&amp;A), strategic transactions, organizational redesigns, and executive transitions</li> <li><strong>Advise on social Issues:</strong> Provide strategic counsel and develop thoughtful framework-driven messaging regarding complex external political and social issues, balancing company values with employee sentiment.</li> <li><strong>Collaborate cross functionally:</strong> Partner deeply with Legal, HR, Employee Relations, Security, and Corporate Affairs to operationalize communications around sensitive matters, ensuring a unified, legally compliant, and compassionate voice.</li> <li><strong>Support finance communications: </strong>Partner with the Finance org and ghostwrite for the CFO on both companywide financial moments (earnings, financial updates) and the CFO's internal comms to the finance org, including quarterly updates and finance org all hands.</li> <li><strong>Flex across the IC portfolio: </strong>When there isn’t an active strategic project or crisis, plug into the broader work of the team (Q&amp;A prep, All Hands support, comms campaigns, etc.) and whatever else needs a strong writer and thinker.</li> </ul> <p><strong>Qualifications&nbsp;</strong></p> <p>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!</p> <p><strong>*Required:</strong></p> <ul> <li><strong>In-Role experience:</strong> 10+ years of experience in internal communications, corporate communications, or crisis management, with a proven track record operating at a principal or senior manager level within a global technology company.</li> <li><strong>Strategic partnership and execution:</strong> Demonstrated experience acting as a trusted right-hand to communications leadership, helping to steer broader program strategy while simultaneously executing on the ground.</li> <li><strong>Crisis &amp; sensitive comms expertise:</strong> Deep, hands-on experience managing highly confidential and sensitive communications, particularly around M&amp;A, restructuring, legal actions, and complex workplace issues.</li> <li><strong>Executive presence and discretion:</strong> Exceptional emotional intelligence, commanding poise under pressure, and the ability to interface with and influence C-suite executives and legal counsel on highly sensitive matters.</li> <li><strong>Project management: </strong>Very comfortable moving between strategic and tactical work, holding multiple projects to deadline, managing stakeholders, keeping partners informed, etc. Strong operational muscle to complement the strategic and creative work.</li> <li><strong>Ghostwriting range: </strong>Proven ability to write in the voice of a variety of leaders, often for people you don’t work with daily and with limited advance notice. Quick study on tone, cadence, and point of view.</li> <li><strong>Strategic excellence:</strong> Masterful storytelling and writing capabilities, with the a