Manager Fraud Operations

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See yourself at Twilio

Join the team as our next

Manager, Fraud Operations

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help

companies and developers worldwide

build better applications and customer experiences.

Although we're headquartered in San Francisco, we're on a journey to becoming a globally antiracist company that supports

diversity, equity & inclusion

wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

This position is needed to

manage a strong team of operational fraud fighting agents in North America.

Fraud Operations works closely with our fraud engineering and product management team to protect Twilio and Twilio’s customers by thwarting would-be fraudsters. It is critical for Twilio to protect the integrity of our communications platform against fraud and the Fraud Operations team is on the front line of this ongoing effort.

Responsibilities

In this role, you’ll:

Lead a team responsible for preventing fraud, supporting customers with fraud-related issues, managing risk, and overseeing certain payment-related operations (e.g., chargeback disputes).

Enable an already high-performing team by providing excellent coaching and actionable feedback

Demonstrate good judgment and thoughtful decision making when helping the team to handle tricky cases

Assist with handling high profile escalations

Guide the team to provide strong operational support for internal stakeholders and external customers

Collaborate with product managers and software engineers to design the tools necessary to further automate and streamline our processes.

Influence stakeholders across the company to develop scalable solutions to prevent fraud and abuse vectors.

Execute on near-term goals while also moving towards a long-term vision.

Qualifications

Not 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 “desired” 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:

A minimum of three years of people management experience

A minimum of three years of experience in Security, Trust and Safety, or Compliance

Skilled with querying languages (eg. SQL) and business intelligence tools

Outstanding verbal and written communication skills

The ability to show good judgement and make thoughtful decisions

A bachelor's degree

Desired:

Strong computer science and/or data management background

Telecom experience

A minimum of four years experience working in fraud prevention (also known as risk management or trust and safety) for a technology company

MBA, MS in a relevant field, or other similar advanced degree

Basic understanding of and comfort with software development, including programming experience

Location

This role will be

remote, and based in the USA.

Approximately

5% travel is anticipated.

What We Offer

There 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

Twilio Magic

. Additionally, we empower employees to build

positive change in their communities

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 consider other open positions

(Location dependent information)

*Please note this role is open to candidates outside of Colorado as well. The information below is provided for those hired in Colorado only.

*If you are a Colorado applicant:

The estimated pay range for this role, based in Colorado, is

$82,496 - $113,432.

Non-Sales: Additionally, this role is eligible to participate in Twilio's equity plan.

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. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

Company info

Twilio Inc
Website : https://www.twilio.com