Remote Onboarding Operations Architect

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

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