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Twilio is seeking a Manager, Fraud Operations to lead one of its fraud prevention organizations. In this role, you will manage a team of Fraud Operations Specialists, ensuring cases are handled efficiently and with high precision while maintaining Service Level Agreements. You'll partner closely with Product Managers, Engineers, and other Fraud Operations Managers to optimize team performance and prevent consumer harm on Twilio's platform.
Key responsibilities include directing day-to-day team activities, serving as the point of contact for high-value customer incidents, coaching team members on fraud best practices, and collaborating with product, engineering, and customer support teams to balance risk mitigation with customer experience. You'll work in a fast-paced, dynamic environment that requires both strategic and tactical thinking.
Required qualifications include a Bachelor's degree in Business, Operations, or equivalent experience; 1+ years of people management experience leading global operations teams; and 2+ years in fraud, abuse, or compliance roles within eCommerce, FinTech, or telecommunications. You must be willing to work non-traditional schedules including weekends and holidays, and possess strong written and verbal communication skills.
Desired qualifications include intermediate knowledge of SQL, Looker, Tableau, or similar data tools; basic understanding of APIs; strong problem-solving and data-driven decision-making abilities; stakeholder influence and relationship-building skills; and excellent time management under pressure. Occasional travel may be required for team and customer meetings.
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
