Onboarding Operations Tech Lead

Twilio Inc.; San Francisco (CA); Remote; USD 114,000 - 142,000; Full time

Benefits offered by this job

Health care

401(k) retirement plan

Paid time off

Parental leave

Job summary

Twilio seeks an Onboarding Operations Tech Lead to architect risk and workflow strategies, building foundational systems for global onboarding. You will ensure users transition onto our platform efficiently, meeting verification, compliance, and platform readiness requirements while reducing operational drag.

The ideal candidate turns chaotic multi-channel processes into streamlined, automated platform controls, translating engineering concepts into actionable workflows for the operations team

Qualifications

• Bachelor's degree or equivalent practical experience required.
• 6+ years in operations, onboarding, or program management in tech or SaaS.
• Experience building operational frameworks in ambiguous environments.
• Cross-functional project management with Product and Engineering.
• Strong data fluency with SQL/Looker/Tableau/Snowflake for performance analysis.

Responsibilities

• Architect end-to-end onboarding ops roadmap with SOPs and SLAs.
• Translate telemetry and funnels into interventions and automated workflows.
• Bridge ops and product with self-serve onboarding tooling.
• Act as the translator between engineering and operations for workflows.
• Drive process improvements and manage key performance metrics.
• Handle high-stakes escalations with Legal, Trust & Safety, and GTM.
• Create runbooks and training docs for global teams.
• Mentor junior staff and scale enablement frameworks.

Skills

Data fluency

Communication skills

Ambiguity handling

Independent work

Operational translation

Education

Bachelor's Degree in business or technology

Tools

SQL

Looker

Tableau

Snowflake

Python

Workflow automation

Job description

Who we are

At Twilio, we're shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions tohundreds of thousands of businessesand empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you're part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we're acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
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See yourself at Twilio

Join the team as Twilio's next Onboarding Operations Tech Lead

About the job

This position is needed to lead operational execution, architect risk and workflow strategies, and build the foundational systems for global onboarding. You will ensure that users and clients transition onto our platform efficiently, meeting all verification, compliance, and platform readiness requirements without operational drag.

We are looking for a domain expert who excels at turning chaotic, multi-channel processes into streamlined, automated platform controls. The ideal candidate has masterful operational investigative skills, excels at turning complex workflow data into functional product improvements, acts as a critical bridge translating technical engineering concepts into operational execution, and thrives when operating in a highly regulated industry especially when new deadlines are rolled out.

Responsibilities

In this role, you'll:

• 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.
• 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.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Required:

• Bachelor's Degree in a business or technology discipline, or equivalent practical job experience.
• 6+ years of experience in operations, implementations, customer onboarding, or program management in tech, FinTech, SaaS, or complex digital ecosystems.
• Proven track record of operating as a founding or pioneer team member, building operational frameworks, workflows, and policies in highly ambiguous environments.
• Demonstrated experience managing cross-functional projects with Product and Engineering to automate manual operations.
• Strong data fluency with experience using tools (SQL, Looker, Tableau, Snowflake, or similar) to analyze workflow performance, defend strategy decisions, and present findings to leadership.
• Excellent written and verbal communication skills, with a proven ability to explain complex technical workflows and operational requirements to non-technical stakeholders.
• Comfortable managing absolute ambiguity, working independently without constant supervision, and making high-stakes decisions under tight operational SLAs.

Desired:

• Advanced proficiency using SQL, Python, or workflow automation platforms to manipulate large data sets and automate tasks.
• Direct experience with user identity verification, KYC, or regulatory compliance workflows during customer onboarding.
• Expertise in process improvement frameworks (Lean, Six Sigma, Agile).
• Proven experience building and scaling training programs for junior operations staff.

Location

This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect in-person in a meaningful way.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Compensation

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $96,640 - $120,800
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $102,240 - $127,800
• Based in the San Francisco Bay area, California: $113,600 - $142,000
• This role may be eligible to participate in Twilio's equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate's starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Application deadline information

Applications for this role are intended to be accepted until November 23rd, but may change based on business needs.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

Stay alert to recruitment fraud

We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.

Twilio is proud to be an equal opportunity employer.

We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.