Fraud Operations & Governance Specialist

Twilio Inc.; United States; Remote; USD 65,000 - 81,000; Full time

Benefits offered by this job

Competitive pay

Generous time off

Parental & wellness leave

Job summary

Twilio Inc. is hiring a Fraud Specialist, Supplier Operations & Governance (P4) to resolve billing issues and detect fraudulent service misuse.

You will lead financial investigations, root cause analysis, and strategic dispute negotiation, building data-backed cases and dashboards for decision-makers. The role blends dispute resolution, collaboration with analytics and engineering, and close coordination with account managers, with a remote-first model and occasional in-person gatherings as

Qualifications

• 8+ years of professional experience in telecom operations, fraud operations, customer success, vendor management, procurement, collections, or consulting.
• Sharp written and verbal communication skills.
• Experience negotiating disputes constructively with customers or vendors.
• Experience in collections, dispute resolution, or billing analysis.
• Experience in project management.
• Experience wrangling data with Excel / Google Sheets, Looker or SQL.

Responsibilities

• Advise account managers, accounting, and management on best practices to handle billing disputes
• Negotiate with customers and carriers with an understanding of resolution levers available as per contractual terms and industry norms
• Identify, analyze, and handle fraudulent misuse (such as Artificially Inflated Traffic) and billing errors (such as rate differences) with both vendors and customers
• Own the end‑to‑end lifecycle of customer and vendor disputes from intake of disputes to initiating disputes, tracking progress, and ensuring timely, documented resolution
• Uncover and resolve discrepancies, overcharges, and unpaid balances with carriers and customers due to quantities, rates, currency, and other root causes
• Dig into call and messaging data to identify why bills don’t match or find evidence of fraud
• Build dashboards that communicate key metrics related to the lifecycle of disputes
• Read contracts and interpret what should be the invoice versus what it is
• Act as the primary point of contact to negotiate dispute resolutions, settlements, and payment terms in accordance with company practices
• Partner closely with data analytics, engineering, and accounting to reconcile accounts

Skills

Strong written and verbal comms

Dispute negotiation

Data analysis

Project management

Tools

Excel/Google Sheets

Looker

SQL

Job description

Twilio Inc. is hiring a Fraud Specialist, Supplier Operations & Governance (P4) to resolve billing issues and detect fraudulent service misuse.

You will lead financial investigations, root cause analysis, and strategic dispute negotiation, building data-backed cases and dashboards for decision-makers. The role blends dispute resolution, collaboration with analytics and engineering, and close coordination with account managers, with a remote-first model and occasional in-person gatherings as