Manager - KYT Operations

See yourself at Twilio

Join the team as our next Know Your Traffic 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, diverse team 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. 

About the job

Twilio is seeking a Know Your Traffic (KYT) Operations Manager to join the EMEA-based group of the KYT Operations Team, focusing on developing and managing a team of specialists that use data, analytics, technology, and their investigative talents to protect Twilio, our customers, downstream telecommunications carriers, and end consumers from the threat of malicious and fraudulent SMS/MMS/RCS messages. This role will oversee KYT for all of our A2P messaging channels (Short Code, Toll Free and 10-DLC) and manage various workflows to ensure that carrier, government regulator, and Twilio’s Disallowed Content policies are upheld and enforced, all with a passion for customer service,.  You will work with a variety of teams including Product Management, Sales, Engineering, Carrier Relations, and Legal to lead your team in the fight against fraudulent traffic. Join us to help make a difference in preventing spam and fraud.

Responsibilities

In this role, you’ll:

• 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.

• Willingness to work a non-traditional schedule; working North America hours, weekends and holidays will be required

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.

• A demonstrated ability of experience in threat detection and pattern recognition.  This isn’t a traditional Threat Intelligence team looking for vulnerabilities in code; it’s a team that has to proactive think like a bad actor and determine ways to discover what types of message content they’ll attempt to send next that can evade manual and automated systems.

• 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. 

Desired:

• Previous management experience

• 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, Europe is a plus

• Zendesk, Airtable, Looker, ServiceNow, SQL, Tableau, Kibana, Pivot Tables, and data analytics experience are a plus

• Familiarity with telecommunications networks; previous experience in telco or the telecom industry is highly desirable

Location

This role will be based remotely from Estonia.

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.