Job Description

See yourself at TwilioJoin the team as Twilio's next Manager, Fraud Operations.Who we are & why we're hiringTwilio powers real-time business communications and data solutions that help build better applications and customer experiences.Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support wherever we do business.About the jobThis position is needed to lead our Fraud Operations organization. We are looking for an experienced leader for our global Fraud Operations organization, which consists of operations managers and fraud prevention investigators and analysts. This is a full time remote role with team members located throughout the US and internationally. 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.ResponsibilitiesIn 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

QualificationsNot all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having xe2x80x9cdesiredxe2x80x9d qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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!Required:

• 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

Desired:

• 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.

Location

• This role will be remote, based in the United States but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.

Travel

• We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way.

What We OfferThere are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.Twilio thinks big. Do you?We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call . Additionally, we empower employees to build by supporting their volunteering and donation efforts.So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!If this role isn't what you're looking for, .*Please note this role is open to candidates outside of Colorado, California, New York,Washington and Washington D.C. The information below is provided for candidates hired in those locations only.The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $104,300.00 - $130,300.00.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $110,400.00 - $137,900.00.
• Based in the San Francisco Bay area, California: $122,600.00 - $153,200.00.
• This role may be eligible to participate in Twilio's equity plan and corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.Applications for this role are intended to be accepted until March 7, 2025 but may change based on business needs.#LI-RemoteTwilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified Applicants with arrest or conviction records will be considered for Employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at .

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