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Compliance Operations Manager

India · Job Posted June 02, 2026
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Job Description

Twilio is seeking a Compliance Operations Manager to join the Compliance Operations Team, focusing on reviewing Know Your Customer (KYC) data, as well ensuring messaging and voice content are meeting compliance requirements. This role will oversee compliance for all of our KYC vetting reviews, and manage various workflows to ensure the traffic traversing the platform is meeting industry requirements. As a Compliance Operations Manager, you will operate as a main stakeholder and subject matter expert of KYC and compliance processes working with cross functional teams such as Carrier Relations, Product, Legal and GTM as well as be a lead compliance expert externally with our strategic partners.

Job Responsibility

  • Lead one of the Compliance Operations teams, which is responsible for ensuring our traffic on Twilio’s platform is compliant with Twilio’s Acceptable Use Policy and/or Messaging Policy, as well as with current carrier and provider guidelines
  • Hire and develop team members to ensure the team can successfully prevent non-compliant and unwanted communications across our platform
  • Ensure your teams deliver excellent performance against operational targets and regularly assess your team’s ability to achieve performance goals and objectives
  • The ability to create compelling reports using tools such as Looker, Tableau, or a similar business intelligence tool
  • 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

Requirements

  • You have a minimum of 2 years of experience leading a team as a manager or team lead and a minimum of 3 years experience working in operations for a technology company
  • Have experience in reviewing Know Your Customer (KYC) data
  • You are an expert of operations, and are able to focus on operational metrics and process improvements
  • You’re empathetic and customer centric to the core
  • You have some experience in planning a team’s workload to support business priorities and deliver customer satisfaction
  • You have knowledge and ability with business intelligence tools, and you have demonstrated the ability to make quick decisions with limited data
  • You can communicate at an advanced level through data, graphs, and visuals
  • You have outstanding verbal and written communication skills
  • You are calm under pressure as you respond to escalations and work with your team to quickly troubleshoot incidents
  • Work with project management on our existing Compliance workflow to identify and remove bottlenecks
  • Working schedule: Mon-Fri, 1PM- 10PM (India time)

Nice to have

  • Have an understanding of the telecom ecosystem
  • Knowledge of SQL, Looker, Tableau or similar data extraction and data visualization tools
  • Understanding APIs and related technologies

What we offer

  • generous time-off
  • ample parental and wellness leave
  • healthcare
  • retirement savings program
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