Because you belong at Twilio

The Who, What, Where and Why

Twilio is growing rapidly and seeking a Compliance Operations Analyst to help us scale our growing Compliance team. The individual who is hired for this role will join the team whose primary responsibilities include managing, monitoring, and preventing emerging Acceptable Use Policy (“AUP”) violations. You will be equipped with tools to help monitor and enforce our policies, as we build the future of trusted communications.

This role will join a small team whose primary responsibilities include policy enforcement and abuse management across products at Twilio. As compliance is often a cross functional effort, you’ll work closely with many of Twilio’s teams including: Legal, Sales, Product, Customer Service, and Engineering. The AUP compliance operations team is a key part of Twilio’s Consumer Trust team.

Who?

Twilio is seeking an operations leader who lives the Twilio Magic to join a team that runs Compliance Operations and you are:

• Tech-and process-savvy person who loves to build seamless operations that benefit our customers.
• You’re curious, humble and have experience working with customers to solve their problems. 
• You know how to use data (including SQL) to make metrics-driven decisions.
• You have experience configuring and operating various systems and software tools.
• You're thorough, organized, and process-oriented, and you’re able to prioritize and execute projects.
• Experience -- and/or excitement! -- to join a remote team; with periodic travel (< 10%).
• Bachelor’s Degree or demonstrated equivalent experience.

What?

As a Compliance Analyst you will live the Twilio Magic by,  the Compliance Operations team, you will conduct:

• WEAR THE CUSTOMER'S SHOES: Daily engagement with customers to effectively control violations and prevent abuse. 
• BE BOLD: Monitor complaints from consumers, telecommunication carriers, regulatory bodies and vendors and identify key violation identifiers to create new policies. 
• BE AN OWNER: Utilize a variety of operational tools, data sources, products, and processes to lower the amount of AUP violations, and continuously level up your skills to use them.
• RUTHLESSLY PRIORITIZE: Prioritize projects to balance reactive fire fighting with more proactive long term planning that will avoid future issues and extra work.
• BE INCLUSIVE: Collaborate with Twilio’s Product and Engineering teams to troubleshoot technical problems with our internal tooling and external product offerings.
• DRAW THE OWL: Design and optimize new processes to ensure our customers have an excellent experience with Twilio.

Why?

On the Compliance Operations team, our primary goal is operating efficiently to respond to external abuses affecting consumers, partners, and business.  We are focused on operational efficiency to deliver an excellent customer experience. 

Twilio is a company that is empowering the world’s developers with modern communication in order to build better applications. Twilio is truly unique; we are a company committed to your growth, your learning, your development and your entire employee experience.  We only win when our employees succeed and we're dedicated to helping you develop your strengths. We invest in weeks dedicated to tackling hard problems and creating your own ideas. We have a cultural foundation built on diversity, inclusion and innovation and we want you and your ideas to thrive at Twilio.

Where?

This position is located wherever you are: you’ll be a fully remote employee that works from home full-time. You’ll periodically travel to our HQ in San Francisco, CA; travel time is expected to be less than 10% -- after your initial onboarding, about a week of travel per quarter.

What: you will also get to experience is a company that believes in small teams for maximum impact, seeks diverse 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 where everyone is able to do and be the best version of themselves.

About us:

Founded in 2008, Twilio has over 2,000 employees, with headquarters in San Francisco and other offices in Bogotá, Dublin, Hong Kong, London, Madrid, Mountain View, Munich, New York City, Singapore and Tallinn.

More than 2 million 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, and video by virtualizing the world’s telecommunications 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.