Manager, Fraud Operations

This is a fully remote position, open to applicants in Estonia.

📋 Description

• Oversee one of Twilio’s Fraud Operations teams, which is tasked with preventing fraud on Twilio’s platform.

• Manage the daily operations of your team to ensure that Service Level Agreements are consistently achieved.

• Serve as the primary contact for high-value customer incidents.

• Provide coaching and mentorship to your team on fraud prevention best practices, ensuring that quality decisions are made.

• Collaborate with product, engineering, and customer support teams to find a balance between risk management and customer satisfaction.

⛳️ Requirements

• You possess a Bachelor’s Degree in Business, Operations, or a related field, or have equivalent professional experience.

• You have over 1 year of experience in people management, leading global operations teams in a dynamic and fast-paced environment.

• You bring at least 2 years of experience in fraud, abuse, or compliance within the eCommerce, FinTech, or telecommunications sectors.

• You are open to working a non-traditional schedule, including weekends and holidays as needed.

• You have strong written and verbal communication skills, and are adept at presenting to various levels of leadership and stakeholders.

• You possess intermediate knowledge of SQL, Looker, Tableau, or similar data extraction and visualization tools.

• You have a basic understanding of APIs and related technologies.

• You are a natural problem-solver, comfortable utilizing data to inform decisions, and consistently exhibit sound business judgment.

• You can build relationships and influence stakeholders throughout the organization, demonstrating strong project and process management skills, including budget management and goal setting.

• You have excellent time management and organizational skills and thrive in high-pressure environments.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• Retirement savings program