Compliance Operations Manager

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.

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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.

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Qualifications

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.

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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

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Location

This role will be remotely based in the USA.

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

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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.