The opportunity
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
What you'll do
Architect Foundational Frameworks: Build and own the end-to-end Onboarding Ops roadmap, establishing baseline standard operating procedures (SOPs), service-level agreements (SLAs), and operational governance..
Translate Data to Strategy: Analyze operational telemetry, activation funnels, and drop-off metrics to uncover macro friction trends, directly designing targeted intervention logic and automated workflows to resolve them.
Bridge Operations & Product: Partner closely with Product, Engineering, and Go-To-Market teams to build long-term, structural platform controls, self-serve onboarding tooling, and automated verification checks.
Serve as a Technical Translator: Act as the critical link between Engineering and frontline Operations, demystifying complex technical platform changes, API updates, and engineering rollouts into actionable, easy-to-understand workflows and guidance for the operations team.
Optimize Operational Workflows: Drive process improvements, manage operational performance metrics (e.g., Time-to-Value, Activation Rate, CSAT), and continuously streamline manual intervention queues to maximize accuracy and team efficiency.
Manage High-Stakes Escalations: Serve as the final point of operational escalation for complex or high-value onboarding cases, navigating cross-functional risk vectors clearly with Legal, Trust & Safety, and Go-To-Market leaders.
What they're looking for
- Document & Institutionalize Knowledge: Author, refine, and maintain comprehensive runbooks, team playbooks, and training documentation for global operations teams.
- Multiply Team Talent: Actively mentor early-in-career team members, build enablement frameworks, and lay the operational groundwork to scale the team as platform adoption grows.
- Bachelor’s Degree in a business or technology discipline, or equivalent practical job experience.
- + years of experience in operations, implementations, customer onboarding, or: program management in tech, FinTech, SaaS, or complex digital ecosystems.
