Remote Onboarding Ops Lead & Architect

Twilio; Northern (KY); Hybrid; USD 100,000 - 140,000; Full time

Job summary

Twilio is hiring an Onboarding Operations Tech Lead to guide the global onboarding platform, ensure regulatory compliance, and drive automation across multi-channel processes.

You will translate technical changes into practical workflows, partner with Product and Engineering, and own the SOPs, SLAs, and governance that scale with platform adoption. Travel about 10% for in-person collaboration and customer engagements.

Qualifications

• Bachelor’s degree or equivalent practical experience in business or tech.
• 6+ years in operations, onboarding, or program management in tech ecosystems.
• Experience building operational frameworks and cross-functional automation.
• Strong data fluency with SQL, Looker, Tableau, Snowflake, or similar tools.
• Ability to translate complex engineering concepts into actionable workflows.
• Excellent written and verbal communication with non-technical stakeholders.

Responsibilities

• Architect foundational onboarding frameworks, SOPs, SLAs, and governance.
• Translate telemetry and funnels into automated onboarding workflows.
• Bridge Operations and Product with self-serve tooling and verifications.
• Act as technical translator between Engineering and Operations.
• Drive process improvements and manage key performance metrics.
• Escalate high-value onboarding cases with cross-functional teams.
• Create runbooks and training materials for global operations.
• Mentor junior team members and scale the onboarding org.

Skills

SQL

Python

Workflow automation

Data analysis

KYC/compliance

Project management

Cross-functional collaboration

Communication

Education

Bachelor’s Degree in business or technology

Tools

Looker

Tableau

Snowflake

Job description

Twilio is hiring an Onboarding Operations Tech Lead to guide the global onboarding platform, ensure regulatory compliance, and drive automation across multi-channel processes.

You will translate technical changes into practical workflows, partner with Product and Engineering, and own the SOPs, SLAs, and governance that scale with platform adoption. Travel about 10% for in-person collaboration and customer engagements.