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 that make work feel truly rewarding. Your career at Twilio is in your hands.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

Join the team as Twilio’s next Manager, Fraud Operations.

In this role, you will be responsible for the performance and development of Fraud Operations Specialists, ensuring that cases are worked efficiently by order of priority, with high precision. The ideal candidate is comfortable in a fast paced, ever changing environment, is passionate about preventing consumer harm and enjoys switching between strategic and tactical level thinking. You will closely partner with other Fraud Operation Managers, Product Managers and Engineers, to deliver top performance of the entire Fraud Operations team.

• 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

This role will be remote and based in Estonia

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.

• 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

Nice to have

• 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.

• 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.