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 Program Manager for our global Consumer Trust Operations team to lead training, content development and quality assurance programs that help us drive continuous improvement and achieve our goal to provide fast, high quality investigations. The right candidate 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 experience writing content, creating and delivering training programs, standard operating procedures and/ or quality assurance programs.
• You have a Bachelor’s Degree in Business, Operations or similar discipline or equivalent job experience.
• You have 2+ years of program management experience preferably in a global organization. 
• You are a quick learner, able to learn complex new systems and processes at a subject matter expert level and then explain the functionality/ approach to others.
• You have experience identifying and driving  process improvements that help improve customer experience and make teams more efficient. 
• You are able to build relationships with stakeholders across the organization.
• You are comfortable managing multiple projects in a fast paced environment.
• You have excellent written and verbal communication skills and are comfortable presenting to large groups.  
• You have strong interpersonal and organizational skills. This job requires engagement with subject matter experts to set learning objectives and outcomes, and to ensure the training module matches those objectives. 
• Experience in the compliance, fraud, abuse or user protection space preferred but not required. 

What?

As Program Manager, you will live the Twilio Magic:

• 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.
• 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 will be located in our beautiful office at 9 Straits View Marina One West Tower, however if you want you can also work from your home in Singapore. Around the world, Twilio offers great 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.