• Execute U.S. regulatory strategy and deliverables for assigned programs and represent the region on global teams (e.g., GRT; may include GDT/CST/LWG as applicable). • Plan and manage U.S. regulatory submissions (e.g., clinical trial and marketing applications) aligned with global filing plans and U.S. regulatory requirements. • Implement product-related regulatory tactics and activity plans in accordance with U.S. legislation, regulations, and internal standards. • Provide content guidance for key U.S. regulatory documents and meetings consistent with GRT strategy (e.g., briefing content, submission components). • Support U.S. labeling development in collaboration with the Labeling Working Group (LWG), incorporating scientific data, guidance, and precedent; support U.S. labeling negotiation activities. • Provide regulatory guidance on U.S. mechanisms and pathways to optimize development (e.g., expedited programs, orphan considerations, pediatric plans, compassionate use where applicable). • Obtain and maintain clinical trial authorizations and marketing application approvals, including support for Responses to Questions (RTQs) and other agency feedback. • Communicate regulatory strategy and expectations within the team (e.g., GRT, affiliates/stakeholders) and work with line management to assess likelihood of success, expectations, and risks. • Ensure ongoing regulatory compliance for assigned products (e.g., IMR accuracy, PMCs/commitments, pediatric and other agency obligations); escalate issues proactively. • Maintain and apply U.S. regulatory intelligence: monitor evolving legislation/guidance; research precedent and history; assess and communicate potential impact (including competitor labeling where relevant). • Support Health Authority interactions by acting as an agency contact as appropriate, documenting outcomes, and contributing to risk/contingency planning consistent with global strategy. • Partner with cross-functional teams to support alignment and execution, including U.S.-specific considerations for data use in product communications (as applicable).

• Assist with audit preparation, including document compilation and organization • Retrieve and organize transaction reports for monthly trustee reviews • Document and track signature guarantee requests accurately • Support small projects tied to audit cycles or monthly compliance tasks • Maintain organized digital records and follow proper storage procedures

• Build & Standardize Workforce Development Programs • Design and implement standardized onboarding, training, certification, and re-certification programs for 2,500+ CDL drivers and 1,000+ non-CDL driver and attendants across 18 locations and growing • Create and refine Zūm's home-grown driver certification pipeline to improve time-to-credential, pass rates, and overall training quality • Develop curriculum, SOPs, competency frameworks, and evaluation tools that can scale across current and future markets • Drive Safety Compliance & Regulatory Excellence • Ensure consistent compliance with FMCSA, DOT, and state-specific transportation requirements across all Zūm markets • Build and maintain systems for managing DQFs, Clearinghouse checks, MVR monitoring, and drug/alcohol testing programs • Create audit-ready documentation standards and lead internal/external compliance reviews • Lead Operational Excellence & Process Innovation • Identify and address process gaps across hiring, onboarding, training, and compliance; design and implement scalable solutions that work across diverse markets • Lead cross-functional projects that reduce friction, improve conversion rates, accelerate time-to-hire, and strengthen workforce quality • Partner with location-based training staff to ensure consistent execution while allowing for necessary local adaptation • Work closely with Field Ops, HR, Recruiting, Safety/Training, Product, and Engineering to ensure seamless execution and data accuracy • Establish Quality Frameworks & Performance Metrics • Define and own KPIs for training quality, workforce readiness, safety compliance, and operational effectiveness • Build reporting frameworks that surface actionable insights and drive continuous improvement • Use data to identify trends, recommend systemic improvements, and measure the impact of workforce development initiatives on service quality and safety outcomes

• Investigate potential violations: Review account activity, messaging behavior, and data to identify signs of abuse or misuse. You'll be trained to spot red flags and patterns linked to spam or scams, and take quick action to mitigate risk. • Stop bad actors before they cause harm: You'll use internal tools and available data to find and shut down non-compliant activity that could negatively impact Twilio’s customers or consumers who receive unwanted calls or texts. • Communicate directly with customers: A major part of the job is customer-facing, primarily through email via our ticketing platform Zendesk. You'll notify customers of policy violations, provide them with clear guidance on how to fix issues, and sometimes inform them that their access to Twilio is being restricted or terminated. • Analyze trends and prevent future abuse: Go beyond individual cases by recognizing recurring themes, identifying root causes, and helping recommend long-term solutions to keep bad actors off the platform. • Work with data: You’ll regularly examine call and messaging records to trace activity, identify patterns, and support enforcement decisions with evidence. • Support global impact: The work you do directly affects businesses, mobile carriers, and end users around the world. Your decisions may impact high-profile brands and millions of consumers globally. • Prioritize clarity and accuracy: Because most communication is written, especially through email, you’ll need strong writing skills to explain policy violations and technical details in a way that customers understand and can act on.