Remote Onboarding Operations Lead: Automation & Platform

SendGrid, Inc.; United States; Remote; USD 97,000 - 142,000; Full time

Benefits offered by this job

Health care insurance

401(k) retirement plan

Paid sick time

Paid personal time off

Paid parental leave

Job summary

Twilio is seeking an Onboarding Operations Tech Lead to own the end-to-end onboarding program, architect risk and workflow strategies, and build foundational systems for global onboarding. You will ensure seamless user transitions onto our platform, meeting verification, compliance, and readiness requirements while reducing operational drag.

You will turn chaotic multi-channel processes into automated controls, translate complex engineering changes into actionable workflows, and excel in a

Qualifications

• 6+ years of experience in operations, onboarding, or program management in tech, FinTech, SaaS, or complex digital ecosystems.
• Proven track record building operational frameworks, workflows, and policies in ambiguous environments.
• Experience automating manual operations with cross-functional Product and Engineering teams.
• Strong data fluency using SQL, Looker, Tableau, Snowflake, or similar to analyze workflow performance.

Responsibilities

• Architect Foundational Frameworks: build and own the end-to-end Onboarding Ops roadmap with SOPs, SLAs, and governance.
• Translate Data to Strategy: analyze telemetry, activation funnels, and drop-off metrics to design automated workflows.
• Bridge Operations & Product: collaborate with Product, Engineering, and Go-To-Market to build platform controls and self-serve onboarding tooling.
• Serve as a Technical Translator: translate engineering changes into actionable workflows for the operations team.
• Optimize Operational Workflows: drive process improvements and manage metrics to maximize accuracy and efficiency.
• Manage High-Stakes Escalations: serve as the final escalation point for complex onboarding cases with cross-functional teams.
• Document & Institutionalize Knowledge: write runbooks, playbooks, and training materials for global teams.
• Multiply Team Talent: mentor juniors and scale enablement in growing platform adoption.

Skills

Data analysis

Cross-functional collaboration

Excellent communication

Operational leadership

Independent decision-making

Regulatory/compliance awareness

Education

Bachelor’s Degree in business or technology

Tools

SQL

Looker

Tableau

Snowflake

API understanding

Job description

Twilio is seeking an Onboarding Operations Tech Lead to own the end-to-end onboarding program, architect risk and workflow strategies, and build foundational systems for global onboarding. You will ensure seamless user transitions onto our platform, meeting verification, compliance, and readiness requirements while reducing operational drag.

You will turn chaotic multi-channel processes into automated controls, translate complex engineering changes into actionable workflows, and excel in a