Team Lead, Compliance Operations

Who we are At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. See yourself at Twilio Join the team as Twilio’s next Compliance Operations Team Lead About the Job This position is needed to be a lead on our team in our Compliance Operations organization. We are looking for a Team Lead for our global Compliance Operations organization, which consists of operations managers and compliance operations specialists and analysts. This is a full time remote role. In this role, you will be monitoring, and supporting the operations teams who monitor the use of Twilio products, for KYC, voice, and SMS, to ensure that the traffic on Twilio’s platform is legal, compliant, and wanted. To do this you will also ensure that all traffic is following Twilio’s Voice Policy, Messaging Policy, Acceptable Use policy and meets CTIA requirements. You’ll influence a team of operations analysts and/or specialists, have extensive knowledge of compliance operations workflows, and be able to design and execute process improvement projects. Responsibilities

In this role, you’ll:

• Lead, but not manage, a team responsible for reviewing KYC data, messaging, and voice compliance on Twilio’s platform.
• Serve as a point of contact for internal and external escalations that may arise.
• Direct the day to day activities of your team to ensure Service Level Agreements are being consistently met and act as the point of contact for high value customer incidents and escalations
• Provide support for customers by email, and phone, to ensure customers have an excellent experience with Twilio.
• Use Twilio’s tools and your own investigative powers to detect and prevent non-compliant activity.
• Streamline our operations and improve customer experience by improving processes and partnering with stakeholders on automation initiatives.
• Partner with product, engineering and customer support teams to strike a balance between risk mitigation and customer experience.
• Work independently to troubleshoot/determine resolution for issues across multiple areas in your team's domain.
• You have the ability to make sound decisions in a fast paced environment.

Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

2+ years of experience working cases in the compliance, fraud or abuse space, preferably within an eCommerce, Email, or Telecommunications organization

• You have a Bachelor’s Degree in Business, Operations or similar discipline or equivalent job experience.
• Outstanding verbal and written communication skills
• Willingness to work a non-traditional schedule; weekends and holidays may be required

Desired:

Basic knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools Basic understanding APIs and related technologies

• You are natural problem solver, comfortable using data to arrive at decisions and you consistently demonstrate sound business judgment.
• You have strong time management and organizational skills and are comfortable working under pressure.

Location

• This role will be remote in Estonia.

Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.