Manager, Fraud Operations

We are seeking a Manager, Fraud Operations to join our team at Twilio. As a Manager, Fraud Operations, 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.

Responsibilities:

• 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.

Qualifications:

• Bachelor's Degree in Business, Operations, or a similar discipline or equivalent job experience.
• 1+ year of people management experience, leading global operations teams in a fast-paced, ever-changing environment.
• 2+ years of 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 Skills:

• Intermediate knowledge of SQL, Looker, Tableau, or similar data extraction and data visualization tools.
• Basic understanding of APIs and related technologies.
• Natural problem solver, comfortable using data to arrive at decisions, and consistently demonstrates sound business judgment.
• Ability to build relationships and influence stakeholders across the organization.
• Strong project and process management skills, including establishing/managing a budget and setting/achieving goals.
• Excellent time management and organizational skills, and are comfortable working under pressure.

Location: Remote - Estonia

Travel: Occasional travel may be required to participate in project or team in-person meetings.

What We Offer:

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Much more