Compliance Operations Manager

See yourself at Twilio

Join the team as Twilio’s next Compliance Operations Manager, M4.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

Twilio is seeking a Compliance Operations Manager to join the Compliance Operations Team, focusing on messaging compliance in the A2P space. This role will oversee compliance for all of our A2P messaging channels (Short Code, Toll Free and 10-DLC) and manage various workflows to ensure that carrier requirements are being upheld pre and post onboarding.  As a Compliance Operations Manager, you will operate as a main stakeholder and subject matter expert of A2P compliance 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 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:

• 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.

• Project manage our existing Compliance workflow to identify and remove bottlenecks. You will be responsible for decreasing non-compliant traffic.

• Lead an audit of our existing onboarding practices to ensure we are in compliance with carrier and regulator requirements  

• Design dashboards for operational, financial, 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. 

Desired:

• Have a deep understanding of the intricate onboarding process for A2P messaging (Short-Code, Toll Free and 10-DLC) in North American market, Canada is a plus

• Experience working in the telecommunications industry

• SQL experience

Location

This role will be remotely based in the USA.

This role will be remotebut is not eligible to be hired in California,Washington and New York or the surrounding areas.

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.

*Please note this role is only open to candidates outside of California, New York, and Washington. The information below is provided for candidates hired in those locations only.

• The estimated pay range for this role, is $112,320.00 - $140,400.00

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. This role is also eligible to participate in Twilio’s equity plan and for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state. 

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.