Manager, Fraud Operations

About the role

Twilio is looking for a Manager, Fraud Operations to lead a global team that protects the platform from fraudulent activity. You will balance risk mitigation with a seamless customer experience while operating in a fast‑moving, remote‑first environment.

Key responsibilities

• Lead one of Twilio’s Fraud Operations organizations, overseeing fraud prevention across the platform.
• Direct day‑to‑day activities to consistently meet Service Level Agreements.
• Serve as the primary point of contact for high‑value customer incidents.
• Coach and mentor specialists on fraud best practices to ensure high‑quality decisions.
• Partner with product, engineering, and customer support teams to align risk mitigation with user experience.

Required profile

• Bachelor’s degree in Business, Operations or a related field, or equivalent experience.
• At least 1 year of people‑management experience leading global operations teams.
• Minimum 2 years of experience in fraud, abuse, or compliance within eCommerce, FinTech, or telecommunications.
• Willingness to work non‑traditional schedules, including weekends and holidays.
• Strong written and verbal communication skills, comfortable presenting to varied audiences.

Required skills