Compliance Manager, Twilio

• Outstanding verbal and written communication skills
• Demonstrated ability to manage complex projects across multiple facets of an organization
• 5+ years of experience in the North American A2P messaging industry
• Thorough understanding of the North American messaging industry processes for A2P messaging including: U.S.10DLC programs, U.S. & Canadian Short Code program, and U.S. & Canadian Toll-Free program
• Working understanding of the Wireless industry compliance guidelines, including CTIA & CTA Messaging Principles and Best Practices, CTIA & CTA Short Code Audit Handbook, and carrier-specific requirements
• Experience working with customers to address and remediate compliance issues
• Experience implementing industry policies and best practices in a regulated industry
• Experience communicating to customers difficult or business impacting information
• Demonstrated track record of driving results across cross-functional teams
• You enjoy working with customers to resolve problems
• You are a curious, collaborative, strategic thinker who thrives in high-functioning teams
• You have a collaborative mindset and can work with distributed cross-functional teams
• Demonstrable outside the box problem solving skills
• Comfortable managing escalations through to resolution in constrained timelines
• Demonstrated ability to manage multiple work streams with competing priorities
• Excellent organizational skills
• Proactive approach to problem solving

Desirable

• The Twilio Compliance team plays the critical role of bridging the Carrier Relations team with a broad set of internal teams and stakeholders. We are responsible for disseminating the wireless carrier’s policies and rules, as well as the industry Best Practices to the broader Twilio organization.
• Responsible for addressing the day-to-day compliance needs of Twilio’s Account Executives, Solution Engineers, and Support team provides customers with the expertise they need to develop and grow compliant messaging businesses in North America
• Be able to collaborate effectively across internal teams, including Operations, Customer Support, Sales/Go-to-Market, Product, Legal, and others, to provide customers the information and support needed to maintain compliance in a dynamic and nuanced policy environment
• Partner with Carrier Relations to support the implementation of carrier Policies and Best Practices across Twilio’s varied businesses
• Collaborate with the Carrier Relations team to advocate for customers with North American Carriers
• Build trusted relationships within Twilio to support compliance initiatives across the organization
• Develop processes to ‘connect’ varied internal Twilio teams with Carrier Relations to engage with the North American carriers about policies and best practices
• Partner with the Operations team to support compliance enforcement and advise on complex compliance matters
• Own the process to update and maintain the North American carrier compliance policy documentation utilized by internal Twilio teams
• Work closely with Compliance Operations to support uniform compliance enforcement policies and practices
• Act as primary point of contact for customer compliance escalations, be the ‘voice of the carriers’ with the front line
• Participate in all North American Carrier Relations meetings with carriers
• Support the development of internal and external compliance materials including: interactive educational trainings, customer reference guides, customer trainings, and specific materials for high value customers
• Develop processes and documentation to address customer compliance questions about campaign rejections (Short Code, 10DLC, Toll-Free)
• Support executive compliance escalations through to resolution
• Support ongoing Compliance initiatives across Twilio in partnership with Carrier Relations, Operations, Product, Support, Legal, Regulatory Affairs, and Sales
• Document compliance issue trends to support Carrier Relations QBR with the North American Carriers