Manager, Fraud Operations
Leads a global Fraud Operations team, overseeing case prioritization, service-level performance, incident response, coaching, and cross-functional risk mitigation. Requires people-management experience and fraud, abuse, or compliance expertise in e-commerce, fintech, or telecommunications.
About the job
Responsibilities
- Lead Twilio’s Fraud Operations organization responsible for fraud prevention on the platform.
- Direct day-to-day team activities to 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 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 experience.
- At least 1 year of people-management experience leading global operations teams in a fast-paced, changing environment.
- At least 2 years of experience in fraud, abuse, or compliance within e-commerce, fintech, or telecommunications.
- Willingness to work a non-traditional schedule, including weekends and holidays when required.
- Strong written and verbal communication skills, with the ability to present to leaders and stakeholders at various levels.
Nice-to-haves
- Intermediate knowledge of SQL, Looker, Tableau, or similar data-extraction and visualization tools.
- Basic understanding of APIs and related technologies.
- Strong problem-solving skills and the ability to use data to make decisions.
- Ability to build relationships and influence stakeholders across the organization.
- Strong project and process-management skills, including managing budgets and setting and achieving goals.
- Excellent time-management and organizational skills, with the ability to work under pressure.
Compensation and Benefits
- Competitive pay.
- Generous time off.
- Parental and wellness leave.
- Healthcare benefits.
- Retirement savings program.
- Benefits vary by location.
- Occasional travel may be required for project or team in-person meetings.
Skills
Fraud Prevention, Fraud Operations, Compliance, SQL, Looker, Tableau, APIs, Data Visualization, People Management, Project Management, Process Management
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