Compliance Operations Manager

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.

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

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See yourself at Twilio

1. Join the team as Twilio’s next Compliance Operations Manager, M2.

About the job

Twilio is seeking a Compliance Operations Manager to join the Compliance Operations Team, focusing on reviewing Know Your Customer (KYC) data, as well ensuring messaging and voice content are meeting compliance requirements. This role will oversee compliance for all of our KYC vetting reviews, and manage various workflows to ensure the traffic traversing the platform is meeting industry requirements.  As a Compliance Operations Manager, you will operate as a main stakeholder and subject matter expert of KYC and compliance processes working with cross functional teams such as Carrier Relations, Product, Legal and GTM as well as be a lead compliance expert externally with our strategic partners.   

Responsibilities

• Lead one of the Compliance Operations teams, which is responsible for ensuring our traffic on Twilio’s platform is compliant with Twilio’s Acceptable Use Policy and/or Messaging Policy, as well as with current carrier and provider guidelines. 
• Hire and develop team members to ensure the team can successfully prevent non-compliant and unwanted communications across our platform.  
• Ensure your teams deliver excellent performance against operational targets and regularly assess your team’s ability to achieve performance goals and objectives.
• The ability to create compelling reports using tools such as Looker, Tableau, or a similar business intelligence tool. 
• Deep project management skills. Must be able to effectively plan, organize and drive projects to completion, including cross-functional teams over whom you do not have direct authority.   
• Ability to learn and master aspects of complicated processes and systems. You can apply the principles of operational excellence to optimize Twilio’s operational processes while improving quality, customer satisfaction, and productivity.
• Excellent written and verbal communications skills - ability to build effective work relationships and influence stakeholders.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also 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:

• You have a minimum of 2 years of experience leading a team as a manager or team lead and a minimum of 3 years experience working in operations for a technology company.
• Have experience in reviewing Know Your Customer (KYC) data 
• You are an expert of operations, and are able to focus on operational metrics and process improvements. You’re comfortable reporting these metrics out to department leadership.  
• You’re empathetic and customer centric to the core.
• You have some experience in planning a team’s workload to support business priorities and deliver customer satisfaction.
• You have knowledge and ability with business intelligence tools, and you have demonstrated the ability to make quick decisions with limited data. You can communicate at an advanced level through data, graphs, and visuals. 
• You have outstanding verbal and written communication skills
• You are calm under pressure as you respond to escalations and work with your team to quickly troubleshoot incidents.
• Work with project management on our existing Compliance workflow to identify and remove bottlenecks. You will be responsible for decreasing non-compliant traffic.
• Working schedule: Mon-Fri, 1PM- 10PM (India time).

Desired:

• Have an understanding of the telecom ecosystem 
• Knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools 
• Understanding APIs and related technologies

Location

This role will be Remote and based in India (Karnataka, Tamil Nadu, Telangana, Maharashtra, Delhi)

Travel 

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way.

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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.