Fraud Operations Manager

Summary

Join Twilio as the next Manager, Fraud Operations! This full-time remote role, based in the US (excluding CA, CT, NJ, NY, PA, WA), leads a global team of fraud prevention specialists. You will direct daily operations, ensuring service level agreements are met and high-value customer incidents are handled effectively. The ideal candidate possesses 3+ years of people management experience leading global operations teams and 3+ years in fraud, abuse, or compliance within relevant industries. A Bachelor's degree or equivalent experience is required. Twilio offers competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program.

Requirements

• You have a Bachelor’s Degree in Business, Operations or similar discipline or equivalent job experience
• 3+ years of people management experience, leading global operations teams in a fast paced, ever changing environment
• 3+ years experience in fraud, abuse or compliance in eCommerce, FinTech, or telecommunications
• Willingness to work a non-traditional schedule; weekends and holidays may be required
• Strong written and verbal communication skills and are comfortable presenting to various levels of leaders/ stakeholders

Responsibilities

• Lead one of Twilio’s Fraud Operations organizations, which is responsible for fraud prevention on Twilio’s platform
• Direct the day to day activities of your team to ensure Service Level Agreements are being consistently met
• Act as the point of contact for high value customer incidents
• Coach and mentor your team on fraud best practices, ensuring quality decisions are made
• Partner with product, engineering and customer support teams to strike a balance between risk mitigation and customer experience

Preferred Qualifications

• Intermediate knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools
• Basic understanding APIs and related technologies
• You are a natural problem solver, comfortable using data to arrive at decisions and you consistently demonstrate sound business judgment
• You are able to build relationships and influence stakeholders across the organization. Strong project and process management skills, including establishing/managing a budget and setting/achieving goals
• You have excellent time management and organizational skills and are comfortable working under pressure

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program
• Health care insurance
• 401(k) retirement account
• Paid sick time
• Paid personal time off
• Paid parental leave
• Twilio’s equity plan
• Corporate bonus plan