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Fraud Operations Manager

hace 1 mes

Bogota, Colombia Twilio A tiempo completo

**See yourself at Twilio**:
Join the team as our next Fraud Operations Manager

**Who we are & why we're hiring**:
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 globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

**About the job**:
This position is needed to help lead our growing Fraud Operations team.

We are looking for an experienced people manager to help lead our growing team of fraud analysts and investigators in combating fraud and abuse on our communications platform. In this role, you will be responsible for the performance and development of fraud specialists, ensuring that cases are worked efficiently by order of priority, with high precision. You will closely partner with other Fraud Operation Managers, Product Managers and Engineers, to deliver top performance of the entire Fraud Operations team.

**Responsibilities**:
In this role, you'll:

- Direct the day to day activities of your team to ensure Service Level Agreements are being consistently met
- Act as the point of contact for high value customer incidents
- Coach and mentor your team on fraud best practices, ensuring quality decisions are made
- Partner with product, engineering and customer support teams to strike a balance between risk mitigation and customer experience

**Qualifications**:
**Required**:

- 2+ years of direct people management experience in a contact center/operations environment.
- 3+ years demonstrable experience in fraud, abuse or compliance in eCommerce, FinTech, or telecommunications
- Willingness to work a non-traditional schedule; weekends and holidays may be required
- A Bachelor's Degree in Business, Operations, or equivalent total work experience
- Fluent in English language (both oral and written)

**Desired**:

- Intermediate knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools
- Basic understanding APIs and related technologies
- Comfortable making decisions in an ambiguous, fast paced environment
- Experience working with a globally distributed team

**Location**

This role will be remote and based in Colombia.

**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.

If this role isn't what you're looking for, please consider other open positions.

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