How Twilions Stay Focused, Connected and Drive Impact in a Remote-First Environment

How Twilions stay focused, connected and drive impact in a remote-first environment

We’re evolving the way we work as a remote-first company with both Twilions’ and our customers’ needs in mind — because we believe impact matters more than location.

We've been on a journey to push boundaries and embrace continuous innovation in the way we work. In 2022, we committed to becoming a remote-first company—and today, we’re even more excited about being on this path. 

Deciding to stay remote-first was just the beginning. We've been refining our model through ‘Open Work’, a unique approach designed to enable our business and Twilions to thrive. 

Open Work encompasses our programs, policies, and resources that help ensure every Twilion can make an impact on our business, feel connected, and embrace flexibility—no matter where they are.

5 key takeaways from our Open Work journey so far 

Over the years, we’ve learned a thing or two (or five) about how to best meet the needs of our customers and our globally distributed workforce.

These are some of our top takeaways that offer new insights while also reaffirming what we already believed:

1. Making an impact for our customers continues to be our main priority. By helping our people grow and excel in a remote environment, we can continue to deliver best-in-class products and experiences for companies around the world. 

    

2. Capturing data and insights on employee experiences helps shape our approach. By focusing on identifying the right data and gathering employee insights, we shape our strategy to make better decisions and optimize our work in distributed environments.

    

3. Intentional connection is imperative when building healthy teams and company-wide communities. Our goal is to help Twilions build trusting relationships and deliver their best within their teams and communities across Twilio. We are  hyper-focused on creating programs that bring Twilions together—so they feel connected to their teams and inspired to innovate. 

    

4. Effective collaboration across time zones is a must. We’re focused on strengthening inclusive working norms, prioritizing asynchronous collaboration, and equipping our global teams with the right tools to exchange ideas and move projects forward.

    

5. Maintaining traditions strengthens our remote-first culture. Over time, we’ve developed several programs that have now become a core part of Twilio’s DNA. Maintaining these traditions helps us continue to celebrate and bring our Twilio Magic to life.

    

Open Work is more than just working remotely

We’ve been testing new programs, gathering insights, and listening to our employees. It’s all helping us refine how we activate Open Work through three foundational pillars: Impact, connection, and flexibility within a framework. 

IMPACT: No matter where we work, our work matters

Our goal is to give every Twilion access to the tools, resources, and opportunities they need to add value for our customers, pursue thriving careers, and be true builders.

• Clarifying the work that matters most: Aligning on our company-wide objectives and strategic priorities across the company allows us to to focus on results and effectively distribute ownership and accountability.

• Guiding meaningful growth and development: With expanded career and leadership development programs, we enable Twilions everywhere to be in the driver's seat of their own career.

• Celebrating impact: We spotlight Twilions who are making a difference, living our Twilio Magic values, and maintaining a strong remote-first culture through programs like our annual Owl Awards and Hoot Hub, our peer recognition platform.

CONNECTION: Working remotely doesn’t mean working alone

We believe the key to building trust and delivering our most innovative work — is through intentional connection. We prioritize bringing Twilions together—virtually or in-person—centered around the moments that matter most.

• Enabling continuous feedback: We conduct ongoing pulse surveys to capture real-time feedback from Twilions on their remote experience. Recent surveys highlighted 93% of Twilions reported effective remote team collaboration, and we had 90% favorability on our Connection & Trust index. —a sign that we’re on the right track.

• Supporting team gatherings: Team managers host virtual team-building events that prioritize connections beyond work. We also set aside a budget for every Twilion to meet with their team in person for moments that matter, such as team and functional off-sites. 

• Finding community: We host local, in-person hub events in cities with large numbers of Twilions. In addition, Twilions can join one of our employee-led ERGs which support and celebrate the shared life experiences of communities that are typically underrepresented.

FLEXIBILITY: Embracing flexibility within a framework

We celebrate the flexibility to embrace new ways of working —so we can show up as our best selves and deliver our best work. While there isn't a one-size-fits-all approach to how we work, our framework helps us stay aligned, build accountability, and foster trust across a globally distributed workforce. 

• Policies and processes: Almost all Twilions are remote employees. It is a way of working that we sustain together by following the policies and processes put into place to support and govern remote work.

• Benefits and perks: Our company-wide breaks, one-time remote work stipend, and temporary work location support are some of our many benefits that promote work-life balance with support for physical, financial, and emotional well-being.

• Ways of working to maximize productivity: We encourage asynchronous and deep-focus work when possible, including a company-wide practice of Focus Fridays—a day dedicated to focusing on meaningful work with few to no meetings.

What’s next? Building even stronger teams and making an even bigger impact

Our commitment to Open Work has unlocked endless opportunities for the future! As the world of work continues to transform, we will listen, remain curious, and iterate fearlessly to align with what's best for our customers and people.

As we continue to revolutionize how the world interacts , we’re looking for future Twilions who live the builder spirit and are eager to do meaningful work alongside amazing teams. 

Ready to join our Open Work journey? Check out our jobs page here to learn more about our opportunities around the world!