Note: The job is a remote job and is open to candidates in USA. Twilio is a leading company in shaping the future of communications, and they are seeking a Manager for Fast Track Operations. This role involves managing day-to-day operations, leading a team, and ensuring operational consistency and continuous improvement while balancing customer experience with compliance standards.
Responsibilities
- Lead and develop a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback
- Make sound, timely decisions on complex or edge-case onboarding scenarios
- Maintain department SLAs and work with other operational teams to partner on complex onboarding scenarios
- Plan and balance team workload and staffing coverage against operational priorities and SLA targets
- Establish clear team priorities, goals, and accountability measures aligned with operational KPIs and OKRs
- Partner with Go to market teams to understand customer onboarding needs
- Partner cross-functionally with internal teams to improve workflows, tooling, and onboarding effectiveness
- Identify process gaps and operational risks and drive practical improvement actions
- Lead workflow and process improvement initiatives from planning through implementation
- Maintain strong documentation practices across internal runbooks, guidance, and review standards
- Use operational metrics and reporting to monitor trends, risks, and performance opportunities
- Provide structured feedback to improve tooling, automation, and AI-assisted decision support where applicable
- Model leadership behaviors aligned with Twilio Magic, including ownership, customer focus, continuous improvement, and empowering others
Skills
- 2+ years of people leadership experience as a manager, team lead, or equivalent leadership role
- Demonstrated ability to manage employee performance and development through coaching, feedback, and accountability practices
- Experience working in structured operational or policy-driven review environments involving risk or decision evaluation workflows
- Ability to lead teams through prioritization, decision-making, and quality execution in evolving operational environments
- Strong project management skills with the ability to drive initiatives from planning through delivery
- Experience using operational metrics and process improvement methods to strengthen team performance
- Sound judgment when handling escalations and sensitive operational situations
- Strong written and verbal English communication skills
- Ability to communicate decisions, risks, and recommendations clearly and professionally
- Comfort working in remote, cross-time-zone environments with a high level of ownership and accountability
- Experience working with Tier 1 or Enterprise level customers
- Some account management experience preferred
- Experience in telecommunications, CPaaS, or messaging operations environments
- Familiarity with workflow and collaboration tools such as ServiceNow, Zendesk, Airtable, Slack, JIRA, or similar platforms
- Experience partnering cross-functionally to improve operational outcomes
- Ability to identify recurring trends and translate them into practical workflow improvements
- Experience using reporting and analytics tools such as Tableau, Looker, Microsoft Suite, or Google Workspace
Benefits
- 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.
- 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.
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