Staff Program Manager - Consumer Trust

Profile

Sr. Program Manager, Consumer Trust Operations
Because you belong at Twilio
The Who, What, Why and Where
At Twilio, our mission is to power the future of communications. We believe that communication should be at the heart of every product and customer experience. Our customers range from individual developers to large enterprises that are well known brand names and they collectively interact with millions of consumers.
Unfortunately, communications can also be misused by bad actors who attempt to game the system for nefarious purposes. We are looking for a Sr. Program Manager for our global Consumer Trust Operations team to lead projects and initiatives that help us drive continuous improvement and achieve our goal to provide fast, high quality investigations and valuable insights to our product and engineering teams. This is a full time remote role reporting to the
Director of Consumer Trust Operations. The right candidate will be able to drive the right balance between risk and growth objectives, is comfortable in a fast paced, ever changing environment and is passionate about preventing consumer harm.
Who?
We are excited about the candidates with the following traits:
You have a Bachelor’s Degree in Business, Operations or similar discipline or equivalent job experience.
You have 5 years of program management experience preferably in a global organization.
You have experience managing operations teams, training programs, creating standard operating procedures and/ or quality assurance programs.
You are a natural problem solver, comfortable using data to arrive at decisions and you consistently demonstrate sound business judgment..
You are able to build relationships and influence stakeholders across the organization.
You have strong project and process management skills, including working backwards from business goals and objectives.
You have experience implementing technology solutions in partnership with product and engineering teams.
You have excellent written and verbal communication skills, are able to prepare visually powerful presentations and are comfortable presenting to various levels of leaders/ stakeholders
You have excellent time management and organizational skills and are comfortable working under pressure.
Experience in the compliance, fraud, abuse or user protection space preferred but not required.
What?
BE BOLD: Identify and lead projects/ initiatives that help us improve as an organization.
DRAW THE OWL: Find and identify the business problems that need to be solved and then determine the best way to solve them, using data and customer experience to guide you.
WRITE IT DOWN: Create project plans, communicate up, down and across and collaborate successfully with PMs, engineers, scientists and other stakeholders throughout organization on products, tools and analytical systems used for detecting and remediating fraud and compliance issues across all channels in our network.
DON’T SETTLE: Demonstrate an unrelenting passion for fighting badness and preventing consumer impact from bad actors.
WEAR THE CUSTOMER’S SHOES: Partner with Product, Compliance, Legal and InfoSec teams to evaluate and improve operating procedures, tools and workflows and .
BE AN OWNER: Lead initiatives that help drive automation and create technology solutions that help improve the speed with which we detect bad actors.
NO SHENANIGANS: Navigate complex decisions that require striking the right balance between business growth and risk mitigation objectives.
RUTHLESSLY PRIORITIZE:
Consistently raise the bar and ensure the operations team achieves performance goals and objectives.
Why?
Twilio's mission is to fuel the future of communications. We do that by focusing relentlessly on building the most robust, programmable, customer-centric communications platform on the planet. Twilio daily reaches more than 5 million developers globally and every month, billions of voice and video calls are made and billions of messages are exchanged using our platform. We are in the middle of an incredible transformation of communications. Both consumers and businesses are changing how they communicate using new methods that are at the same time more delightful and much more powerful. We believe communications are at the heart of trustworthy interactions between people. In a more privacy and security focused world, Twilio is committed to ensuring that we have trustworthy customers on our platform and we’re able to propagate that trust into the ecosystem. This way Twilio’s customers remain compliant and have the most engaged and relevant communications on the planet. This is a unique opportunity for a product leader to take ownership of an essential part of our strategy and help take Twilio to the next level.
Where?
This position is a remote position that can be located anywhere in the US. Twilio offers benefits and perks to support the physical, financial, and emotional well being of you and your loved ones. No matter where you are based, you will experience a company that believes in small teams for maximum impact; seeks well-rounded talent to ensure a full perspective on our customers’ experience, understands that this is a marathon, not a sprint; that continuously and purposefully builds an inclusive culture that empowers everyone to do their best work and be the best version of themselves.
About us:
Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience. Twilio has democratized communications channels like voice, text, chat, video and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications. By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.
In accordance with applicable law, the following represents Twilio's reasonable estimate of the range of possible compensation for this role if hired in Colorado.
Please note that this information is provided for those hired in Colorado only, and this role is open to candidates outside of Colorado as well.
Salary:
Denver/Boulder Metro:
Tier 4 base salary range: $99,840 - $137,280
Rest of Colorado:
Tier 5 base salary range: $87,360 - $120,120
Sales Commission:
Additionally, this role is eligible to earn commissions and eligible to participate in Twilio's equity plan.
Non Sales:
Additionally, this role is eligible to participate in Twilio's equity plan.
An overview of Twilio’s benefits offered is listed below:
Twilio is committed to delivering a comprehensive benefits program that provides support needed for you and your loved ones. It’s likely that you don’t think about benefits every day; however, they are an important component of your total compensation, and we want you to understand the options available to you so that you can make the most of your benefit dollars. At the time of this posting, this role is eligible to participate in the following benefits, which Twilio reserves the right to modify at any time for any reason in accordance with applicable law:
Healthcare Insurance and Leave
Prescription Drug
Dental
Vision
Flexible Spending and Health Savings Accounts
Leave programs for all of life’s moments: maternity, parental/bonding, as well medical leave to care for yourself or a loved one
Financial Benefits
Short and Long Term Disability Insurance
Life and Accidental Death & Dismemberment Insurance
401(k) Retirement Savings Plan with a match
Reimbursement Programs & Stipends
$65 per month work-from-home stipend
Up to $50 per month for wellness expenses and activities
Up to $30 per month to use towards books/eBooks

Company info

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