Onboarding Operations Specialist 1

About the Role

The Onboarding and Compliance team plays a critical role in maintaining trust and reliability within Twilio’s ecosystem by safeguarding against fraudulent activity and streamlining the user journey. The team’s work directly impacts businesses by helping them navigate the sophisticated technical and regulatory landscape of RCS onboarding, ensuring they can connect with their customers efficiently and safely across Twilio’s global communications network.

As part of this team, the Onboarding Operations Specialist will work closely with cross-functional teams to resolve issues efficiently and maintain industry compliance.

What You Will Do

• Review RCS applications and assess use cases to ensure they meet North American and international carrier regulations and prevent fraud.
• Monitor regulatory changes and provide proactive guidance, assisting teams and customers with onboarding and compliance best practices.
• Handle escalations, working cross-functionally across teams to resolve issues efficiently.
• Perform quality assurance (QA) checks on AI-generated and agent-reviewed decisions to ensure accuracy and compliance.
• Maintain and update documentation, ensuring accuracy and alignment with industry standards.
• Offer white glove service to provide a seamless onboarding experience for customers, delivering high-quality support via Zendesk, ServiceNow, and Slack.
• Identify inefficiencies, propose solutions, and enhance workflows and compliance processes.
• Manage high-volume inquiries, balance multiple priorities, and ensure SLAs are consistently met.

What We Are Looking For

• Strong understanding of Excel and its applications in data analysis and reporting.
• Experience in a compliance or operations role, preferably in the telecommunications or technology industry.
• Excellent communication and interpersonal skills, with the ability to work with cross-functional teams.
• Strong attention to detail and ability to work in a fast-paced environment.
• Ability to maintain confidentiality and handle sensitive information.
• Strong problem-solving skills and ability to think critically.
• Experience with Zendesk, ServiceNow, and Slack is an asset.

Nice to Have

• Experience with Artificial Intelligence (AI) and machine learning algorithms.
• Knowledge of programming languages such as Python or JavaScript.
• Certification in compliance or operations, such as COBIT or ITIL.

Benefits and Perks

• Competitive salary and benefits package.
• Opportunity to work with a vibrant team making a real impact in the global communications market.
• Flexible work arrangements, including remote work options.
• Professional development opportunities, including training and certification programs.
• Access to the latest technology and tools, including AI and machine learning algorithms.
• Comprehensive health and wellness program, including mental health support.

• Tip: When applying for this role, be sure to highlight your experience with Excel and data analysis, as well as any relevant experience in compliance or operations.
• To stand out, demonstrate your ability to think critically and solve complex problems, and showcase any experience with AI or machine learning algorithms.
• Be prepared to discuss your experience working with cross-functional teams and providing white glove service to customers.
• When negotiating salary, be sure to research the market rate for this role and highlight your relevant skills and experience.
• Red flag: If the company is not willing to provide a clear understanding of the role and expectations, or if they seem unclear about the company culture and values.