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) technologies to maintain an efficient, fair and transparent hiring process. Our hiring process is never completely automated, and uses AI in conjunction with our recruiting professionals.

See yourself at Twilio

Join the team as our next Senior Investigator.

About the job

This position is needed to lead complex employee and compliance investigations.

We are looking for an individual with a strong People investigations background with a focus on discrimination, harassment, retaliation, and Code of Conduct cases for Legal in the NAMER region. The main responsibilities include conducting prompt, thorough, and fair investigations consisting of background research, investigative interviews, and debrief meetings in partnership with Employment Legal, People, ER, and the business.

The ideal candidate will be able to clearly communicate complex matters to business stakeholders, deliver high-quality written reports and documentation, and support the effective resolution of workplace concerns.

Responsibilities

In this role, you’ll:

Develop and optimize robust investigation standards and disciplinary matrix to ensure transparency, objectivity and consistency throughout the team;
Maintain oversight and accountability for investigation case management system, keep improving efficiency and effectiveness;
Conduct confidential, fair, thorough and timely internal investigations into allegations of violations of internal policies, including but not limited to bullying, discrimination, harassment, retaliation, and Code of Conduct, and produce comprehensive and clear investigation reports and/or outcomes;
Conduct complex, professional interviews, often involving senior management, and prepare investigation summaries, conveying ideas clearly and concisely, both orally and in writing;
Assist with the investigation and resolution of other workplace concerns to determine the appropriate approach and to ensure fair and consistent treatment of all employees;
Drive the disciplinary procedure in line with the investigation findings, and align with key stakeholders to get to consensus;
Monitor and implement corrective action plans to enhance controls and processes;
Identify ethics, compliance, and employee relations matters that require improvement, working with our ER leader & various internal groups to amend policies and drive the training and awareness approach accordingly;
Participate in the identification and delivery of continuous improvement initiatives to improve the policy framework, increase knowledge within the company;

Proactively identify trends and themes to develop strategies that will mitigate risks.

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:

10+ years of Employee Relations / Investigations experience gained as a Human Resource Business Partner (HRBP) role, Employee Relations advisory role, or equivalent experience as an employment attorney practicing employment law;
Significant experience working with employment law principles and conducting and advising on investigations;
Excellent problem-solving, analytical, and writing skills;
Strong communication skills with the ability to manage various stakeholders/programs concurrently;
Demonstrated ability to navigate successfully within ambiguity and with multiple priorities in a fast-paced, changing environment;

Desired:

Data-driven mindset with an eye toward innovation;
Working experience in multiple AMER jurisdictions;
Experience conducting global investigations outside AMER;
Knowledge in employment and labor law;
Familiarity with a case management system;
Experience with analyzing investigation data.

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. : $141,520 - 176,900.
Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $149,840 - $187,300.
Based in the San Francisco Bay area, California: $166,400 - $208,000.
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 20th January, 2026, 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.