Onboarding Operations Tech Lead

Location: Remote in the United States; not eligible for hiring in San Francisco, Oakland, San Jose, or surrounding areas. Approximately 10% travel is expected for in-person customer and team connections.

Estimated annual pay: $96,640–$120,800 in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, and Washington D.C.; $102,240–$127,800 in New York, New Jersey, Washington State, and California outside the San Francisco Bay Area; $113,600–$142,000 in the San Francisco Bay Area.

Company

Twilio provides communications technology that enables businesses and developers to create personalized customer experiences.

What you will do

• Own the end-to-end onboarding operations roadmap, including SOPs, SLAs, governance, runbooks, and playbooks.
• Analyze operational telemetry, activation funnels, and drop-off metrics to identify friction and design automated interventions.
• Partner with Product, Engineering, and Go-to-Market teams to build onboarding tools, platform controls, and automated verification checks.
• Translate APIs, technical platform changes, and engineering rollouts into practical workflows and guidance for operations teams.
• Optimize manual intervention queues and operational metrics such as Time-to-Value, Activation Rate, and CSAT.
• Handle complex onboarding escalations with Legal, Trust & Safety, and Go-to-Market leaders while mentoring early-career team members.

Requirements

• Bachelor’s degree in business or technology, or equivalent practical experience.
• 6+ years of experience in operations, implementations, customer onboarding, or program management within technology, fintech, SaaS, or complex digital ecosystems.
• Experience building operational frameworks, workflows, and policies as a founding or pioneering team member in ambiguous environments.
• Experience managing cross-functional automation projects with Product and Engineering.
• Strong data fluency with SQL, Looker, Tableau, Snowflake, or similar tools.
• Excellent communication skills and the ability to explain complex technical workflows to non-technical stakeholders while making high-stakes decisions independently.

Nice to have

• Advanced SQL, Python, or workflow automation platform experience.
• Experience with identity verification, KYC, or regulatory compliance workflows.
• Expertise in Lean, Six Sigma, or Agile process improvement.
• Experience building and scaling training programs for junior operations staff.

Culture & Benefits

• Remote-first work with occasional in-person team gatherings, functional off-sites, or customer meetings.
• Healthcare insurance, retirement savings through a 401(k), paid sick time, paid personal time off, and paid parental leave.
• Generous time off, parental leave, wellness leave, and other location-dependent benefits.
• Opportunities to support volunteering and community initiatives.

Hiring process

• Applications are intended to be accepted until November 23rd, subject to change based on business needs.
• Hiring decisions are made through a formal interview process by Twilio employees.