Manager, Fraud Operations

Location: Remote, based in Estonia; occasional travel may be required for project or team in-person meetings. Weekend and holiday work may be required.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences.

What you will do

• Lead a fraud operations organization responsible for fraud prevention on Twilio’s platform.
• Direct daily team activities and ensure service-level agreements are consistently met.
• Act as the point of contact for high-value customer incidents.
• Coach and mentor Fraud Operations Specialists on fraud prevention best practices and decision quality.
• Partner with product, engineering, and customer support teams to balance risk mitigation with customer experience.

Requirements

• Bachelor’s degree in Business, Operations, or a similar discipline, or equivalent professional experience.
• At least 1 year of people management experience leading global operations teams in a fast-paced environment.
• At least 2 years of experience in fraud, abuse, or compliance within eCommerce, fintech, or telecommunications.
• Ability to work remotely from Estonia.
• Willingness to work weekends and holidays when required.
• Strong written and verbal communication skills, including presenting to leaders and stakeholders.

Nice to have

• Intermediate knowledge of SQL, Looker, Tableau, or similar data extraction and visualization tools.
• Basic understanding of APIs and related technologies.
• Strong problem-solving, project management, process management, time management, and organizational skills.
• Experience building relationships and influencing stakeholders across an organization.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, or customer meetings.
• Competitive pay and generous time off.
• Parental and wellness leave.
• Healthcare and a retirement savings program, with offerings varying by location.
• Support for volunteering and community donations.

Hiring process

• Hiring decisions are made by Twilio employees, with artificial intelligence used to help make the process more efficient.
• A formal interview process is required; interviews are not conducted exclusively through text-based messaging applications.