Onboarding Operations Tech Lead

See yourself at Twilio

Join the team as Twilio’s next Onboarding Operations Tech Lead

About the job

This position is needed to lead operational execution, architect risk and workflow strategies, and build the foundational systems for global onboarding. You will ensure that users and clients transition onto our platform efficiently, meeting all verification, compliance, and platform readiness requirements without operational drag.

We are looking for a domain expert who excels at turning chaotic, multi-channel processes into streamlined, automated platform controls. The ideal candidate has masterful operational investigative skills, excels at turning complex workflow data into functional product improvements, acts as a critical bridge translating technical engineering concepts into operational execution, and thrives when operating in a highly regulated industry especially when new deadlines are rolled out.

Responsibilities

In this role, you’ll:

• Architect Foundational Frameworks: Build and own the end-to-end Onboarding Ops roadmap, establishing baseline standard operating procedures (SOPs), service-level agreements (SLAs), and operational governance..
• Translate Data to Strategy: Analyze operational telemetry, activation funnels, and drop-off metrics to uncover macro friction trends, directly designing targeted intervention logic and automated workflows to resolve them.
• Bridge Operations & Product: Partner closely with Product, Engineering, and Go-To-Market teams to build long-term, structural platform controls, self-serve onboarding tooling, and automated verification checks.
• Serve as a Technical Translator: Act as the critical link between Engineering and frontline Operations, demystifying complex technical platform changes, API updates, and engineering rollouts into actionable, easy-to-understand workflows and guidance for the operations team.
• Optimize Operational Workflows: Drive process improvements, manage operational performance metrics (e.g., Time-to-Value, Activation Rate, CSAT), and continuously streamline manual intervention queues to maximize accuracy and team efficiency.
• Manage High-Stakes Escalations: Serve as the final point of operational escalation for complex or high-value onboarding cases, navigating cross-functional risk vectors clearly with Legal, Trust & Safety, and Go-To-Market leaders.
• Document & Institutionalize Knowledge: Author, refine, and maintain comprehensive runbooks, team playbooks, and training documentation for global operations teams.
• Multiply Team Talent: Actively mentor early-in-career team members, build enablement frameworks, and lay the operational groundwork to scale the team as platform adoption grows.

*Required:

• 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.

Desired:

• Advanced proficiency using SQL, Python, or workflow automation platforms to manipulate large data sets and automate tasks.
• Direct experience with user identity verification, KYC, or regulatory compliance workflows during customer onboarding.
• Expertise in process improvement frameworks (Lean, Six Sigma, Agile).
• Proven experience building and scaling training programs for junior operations staff.

Location

This role will be remote, but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect in-person in a meaningful way.

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $96,640 - $120,800
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $102,240 - $127,800
• Based in the San Francisco Bay area, California: $113,600 - $142,000
• 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.

Application deadline information

Applications for this role are intended to be accepted until November 23rd, but may change based on business needs.