Compliance Operations Manager

About Twilio: Twilio is the premier, globally recognized leader in cloud communications platforms, technology infrastructure, and automated API systems, empowering hundreds of thousands of businesses and millions of developers worldwide to build deeply personalized customer experiences. Operating through a robust, remote-first corporate philosophy, Twilio unifies voice, text, chat, and video delivery layers over a high-concurrency global carrier network. Driven by its foundational values known as Twilio Magic, the organization combines artificial intelligence with transparent data governance frameworks to modernize corporate engagement while supporting positive social impact and community volunteering initiatives globally.

Position Overview

We are seeking a highly analytical, process-driven Compliance Operations Manager (M2) to join our core Compliance Operations group in a full-time remote capacity within India. In this critical operational governance and risk management seat, you will claim direct individual accountability for leading an implementation cell tasked with reviewing Know Your Customer (KYC) data registries and auditing cross-network messaging and voice transmissions. Moving far beyond abstract policy tracking, you will operate as a primary cross-functional subject matter expert, partnering tightly with Carrier Relations, Product, Legal, and Go-To-Market (GTM) teams to minimize platform misuse. This role demands a seasoned operational expert who can configure telemetry reporting, manage shift allocations, and rapidly troubleshoot live security or guideline incidents under pressure.

Key Responsibilities

• Operational Compliance Leadership: Lead and scale one of our dedicated Compliance Operations teams, taking full ownership over aligning Twilio platform traffic with our Acceptable Use Policy, Messaging Policy, and modern network carrier guidelines.
• KYC Validation & Vetting: Oversee the data verification, analysis, and lifecycle tracking protocols for international Know Your Customer (KYC) client onboarding data to eliminate programmatic platform spoofing.
• Ecosystem Bottleneck Remediation: Partner tightly with enterprise project managers to audit existing compliance workflows, safely isolating and removing process delays to drive down non-compliant communication volume.
• Business Intelligence Engineering: Construct clear, compelling data scorecards, metrics reports, and cross-functional trend visuals natively leveraging Looker, Tableau, or comparable visualization platforms.
• Cross-Functional Project Management: Plan, organize, and drive high-priority risk-reduction initiatives to successful implementation, coordinating with cross-disciplinary stakeholders over whom you hold no direct authority.
• Incident & Escalation Triage: Maintain operational calm under pressure, serving as a main internal authority to manage partner escalations and guide junior specialists through quick incident troubleshooting runs.
• Team Development & Workload Planning: Manage hiring cycles, structure talent development tracks, and optimize workload capacity schedules to support changing enterprise commercial milestones.

Required Skills & Qualifications

• 2+ years of verified professional history running software operations as a full Manager or direct Team Lead inside fast-paced corporate engineering environments.
• 3+ years of individual contributor experience working natively within tech company operations, system validation, network auditing, or risk analysis groups.
• Direct operational background reviewing, verifying, and optimizing Know Your Customer (KYC) validation registries or multi-tenant user identification metrics.
• Proven capability managing distributed project lifecycles, showing an asset history using data visualizations or business metrics to form quick operational decisions.
• Outstanding written and verbal English communication mechanics, with a demonstrated history of establishing highly collaborative cross-functional workspace relationships.
• Operational Schedule Constraint: Strict individual availability to work a fixed Monday through Friday, 1:00 PM to 10:00 PM India Standard Time (IST) operational shift pattern.
• Location Context: Full-time remote-first parameters open exclusively to qualified operations professionals based permanently within supported Indian states: Karnataka, Tamil Nadu, Telangana, Maharashtra, or Delhi.

Preferred Strategic Indicators (Nice to Have)

• Conceptual understanding of the global telecommunications ecosystem, carrier distribution layers, toll-free regulatory frameworks, or text routing loops.
• Practical data extraction literacy utilizing SQL to build standalone queries or custom database schemas.
• Familiarity with cloud microservices, stateless API architectures, and cloud-native software delivery pipelines.

What We Offer

• The exceptional professional canvas to manage and improve the data compliance guardrails securing millions of daily communications worldwide.
• Highly attractive compensation structures supplemented by performance incentives and deep ownership over your regional group trajectory.
• Profound work-from-home parameters offering a dedicated remote culture with a 5% travel allowance intended for meaningful in-person company connection.
• Comprehensive health care provisions, extensive parent leaves, wellness allocations, and corporate retirement savings plan options tailored specifically to your region.