Manager, Fraud Operations

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 th...

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In this role, you’ll:
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

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!
You have a Bachelor’s Degree in Business, Operations or similar discipline or equivalent job experience. 
1+ years of people management experience, leading global operations teams in a fast paced, ever changing environment.
2+ 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
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.