Manager, KYT Operations

View full description

Requirements:

• 5+ years experience in leading operational teams
• Expertise at prioritizing and executing multiple projects simultaneously and keeping others on track. You’re thorough and organized to the extreme.
• Drive toward continuous improvement of compliant traffic through fulfilling carrier requirements and analyzing data.
• A demonstrated ability of experience in threat detection and pattern recognition.
• Project manage our existing workflows to identify and remove bottlenecks. You will be responsible for decreasing non-compliant and fraudulent traffic on our platform.
• Design dashboards for operational and system health metrics and service levels
• Help to define and manage the project roadmap (e.g., timing, sequencing, prioritization) to optimize for operational efficiency and customer satisfaction.

Responsibilities:

• Lead one of the EMEA-based Know Your Traffic Operations teams, which is responsible for ensuring messaging traffic on Twilio’s platform is compliant with Twilio’s Acceptable Use Policy and/or Messaging Policy, as well as with current carrier and telecommunications provider guidelines.
• Hire and develop team members to ensure the team can successfully prevent fraudulent and unwanted communications across our platform utilizing a combination of manual and automated tools, internal and third-party, to detect patterns, conduct investigations, and update our systems to prevent future threats
• Ensure your teams deliver excellent performance against operational targets and regularly assess your team’s ability to achieve performance goals and objectives.
• Create compelling reports using tools such as Looker, Tableau, or similar business intelligence tools, and speak to those reports at the leadership level.
• 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. Ability to write internal and external RFO documents when necessary.