Manager, Fraud Operations

TL;DR

Manager, Fraud Operations: Lead fraud prevention operations on Twilio’s platform with an accent on managing Fraud Operations Specialists, ensuring SLA-driven case handling, and balancing risk mitigation with customer experience. Focus on coaching teams on fraud best practices, handling high-value customer incidents, and partnering with product, engineering, and customer support to improve decision quality in a fast-changing environment.

Location: Remote and based in Estonia

Company

Twilio provides communications solutions and enables developers to build personalized customer experiences.

What you will do

• Lead a Fraud Operations organization responsible for fraud prevention on Twilio’s platform.
• Direct day-to-day team activities to consistently meet Service Level Agreements.
• Serve as the point of contact for high-value customer incidents.
• Coach and mentor specialists on fraud best practices to ensure high-quality decisions.
• Partner with product, engineering, and customer support to balance risk mitigation and customer experience.

Requirements

• Bachelor’s degree in Business, Operations, or a similar discipline, or equivalent job experience.
• 1+ years of people management experience leading global operations teams in a fast-paced, 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, comfortable presenting to leaders and stakeholders.

Nice to have

• Intermediate knowledge of SQL and data visualization tools such as Looker or Tableau.
• Basic understanding of APIs and related technologies.
• Strong project and process management skills, including setting/achieving goals and managing a budget.

Culture & Benefits

• Remote-first work with occasional travel for in-person team/project meetings.
• Competitive pay, generous time off, and ample parental and wellness leave.
• Healthcare and a retirement savings program.
• Benefits vary by location.

Hiring process

• Hiring decisions are made by real Twilions.
• Interviews and evaluation steps are not specified in the posting.