Remote Onboarding Operations Architect

Showcify; United States; Remote; USD 102,000 - 150,000; Full time

Benefits offered by this job

Health care

401(k) retirement plan

Paid time off

Parental leave

Job summary

Twilio is hiring an Onboarding Operations Tech Lead to shape the foundational systems for global onboarding. You will lead end-to-end onboarding operations, architect risk and workflow strategies, and ensure customers transition to our platform with full compliance while minimizing operational drag.

You will turn multi-channel processes into automated platform controls, translating engineering concepts into actionable workflows, and partnering with Product, Engineering, and GTM teams to scale

Qualifications

• 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.

Responsibilities

• Architect onboarding ops framework and SOPs, SLAs, and governance.
• Analyze telemetry, activation funnels, and drop-off metrics to design intervention logic and automated workflows.
• Bridge Operations & Product with long-term platform controls and self-serve onboarding tooling.
• Translate technical platform changes into actionable workflows for the operations team.
• Drive process improvements and optimize performance metrics like Time-to-Value and Activation Rate.
• Handle high-stakes escalations with cross-functional leadership including Legal and Trust & Safety.
• Document runbooks, playbooks, and training for global teams.
• Mentor junior staff and scale enablement programs as adoption grows.

Skills

SQL

Looker

Tableau

Snowflake

Data fluency

Education

Bachelor’s Degree in Business or Tech

Tools

Python

Workflow automation

Job description

Twilio is hiring an Onboarding Operations Tech Lead to shape the foundational systems for global onboarding. You will lead end-to-end onboarding operations, architect risk and workflow strategies, and ensure customers transition to our platform with full compliance while minimizing operational drag.

You will turn multi-channel processes into automated platform controls, translating engineering concepts into actionable workflows, and partnering with Product, Engineering, and GTM teams to scale