Manager, KYT Operations

Summary

Join Twilio as our next Know Your Traffic Operations Manager and lead a team of specialists in EMEA, focusing on protecting Twilio, customers, and carriers from malicious messaging. You will oversee KYT for A2P messaging channels, manage workflows to uphold policies, and collaborate with various teams. This role requires leading a team, ensuring performance against targets, creating reports, and managing projects. You will need 5+ years of experience leading operational teams and expertise in threat detection and pattern recognition. The position offers remote work based in Estonia with some travel and various benefits.

Requirements

• 5+ years experience in leading operational teams
• Expertise at prioritizing and executing multiple projects simultaneously and keeping others on track. You’re thorough and organized to the extreme
• Drive toward continuous improvement of compliant traffic through fulfilling carrier requirements and analyzing data
• A demonstrated ability of experience in threat detection and pattern recognition.  This isn’t a traditional Threat Intelligence team looking for vulnerabilities in code; it’s a team that has to proactive think like a bad actor and determine ways to discover what types of message content they’ll attempt to send next that can evade manual and automated systems
• Project manage our existing workflows to identify and remove bottlenecks. You will be responsible for decreasing non-compliant and fraudulent traffic on our platform
• Design dashboards for operational and system health metrics and service levels
• Help to define and manage the project roadmap (e.g., timing, sequencing, prioritization) to optimize for operational efficiency and customer satisfaction

Responsibilities

• Lead one of the EMEA-based Know Your Traffic Operations teams, which is responsible for ensuring messaging traffic on Twilio’s platform is compliant with Twilio’s Acceptable Use Policy and/or Messaging Policy, as well as with current carrier and telecommunications provider guidelines
• Hire and develop team members to ensure the team can successfully prevent fraudulent and unwanted communications across our platform utilizing a combination of manual and automated tools, internal and third-party, to detect patterns, conduct investigations, and update our systems to prevent future threats
• Ensure your teams deliver excellent performance against operational targets and regularly assess your team’s ability to achieve performance goals and objectives
• Create compelling reports using tools such as Looker, Tableau, or similar business intelligence tools, and speak to those reports at the leadership level
• Deep project management skills. Must be able to effectively plan, organize and drive projects to completion, including cross-functional teams over whom you do not have direct authority
• Ability to learn and master aspects of complicated processes and systems. You can apply the principles of operational excellence to optimize Twilio’s operational processes while improving quality, customer satisfaction, and productivity
• Excellent written and verbal communications skills - ability to build effective work relationships and influence stakeholders.  Ability to write internal and external RFO documents when necessary
• Willingness to work a non-traditional schedule; working North America hours, weekends and holidays will be required

Preferred Qualifications

• Previous management experience
• Have a deep understanding of the intricate onboarding process for A2P messaging (Short-Code, Toll Free and 10-DLC) in North American market, Canada is a plus, Europe is a plus
• Zendesk, Airtable, Looker, ServiceNow, SQL, Tableau, Kibana, Pivot Tables, and data analytics experience are a plus
• Familiarity with telecommunications networks; previous experience in telco or the telecom industry is highly desirable

Benefits

• Competitive pay
• Generous time-off
• Ample parental and wellness leave
• Healthcare
• A retirement savings program