Manager, Fast Track Operations (CPaaS)

TL;DR

Manager, Fast Track Operations (CPaaS): Managing day-to-day onboarding operations and leading a distributed team with an accent on SLA performance and operational consistency. Focus on optimizing workflows, strengthening execution discipline, and leveraging AI-assisted decision support to improve onboarding effectiveness.

Location: Remote (US). Not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.

Salary: $96,640 - $142,000

Company

Twilio provides innovative communication solutions empowering developers worldwide to craft personalized customer experiences.

What you will do

• Lead and develop a high-performing onboarding operations team through coaching and performance management.
• Manage day-to-day Fast Track Operations, ensuring decision quality and SLA performance.
• Partner cross-functionally with Go-to-Market and internal teams to improve workflows and tooling.
• Identify process gaps and operational risks to drive practical improvement actions.
• Monitor trends and risks using operational metrics and reporting.
• Provide feedback to enhance automation and AI-assisted decision support.

Requirements

• Must be based in the US (excluding specific restricted states mentioned in location).
• 2+ years of people leadership experience (manager, team lead, or equivalent).
• Experience in structured operational or policy-driven review environments involving risk or decision evaluation.
• Strong project management skills to drive initiatives from planning to delivery.
• Experience working with Tier 1 or Enterprise level customers.
• Strong written and verbal English communication skills.

Nice to have

• Experience in telecommunications, CPaaS, or messaging operations environments.
• Proficiency with workflow and collaboration tools such as ServiceNow, Zendesk, Airtable, Slack, or JIRA.
• Experience with analytics tools like Tableau, Looker, or Google Workspace.

Culture & Benefits

• Remote-first work environment emphasizing global inclusion and connection.
• Comprehensive benefits including healthcare and a 401(k) retirement program.
• Generous time off, including paid parental and wellness leave.
• Culture rooted in "Twilio Magic": ownership, customer focus, and empowerment.