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Salary: USD 96,640 - 142,000 / annual
Twilio is seeking an Onboarding Operations Tech Lead to architect and execute the company's global customer onboarding strategy. This is a foundational role building operational frameworks, workflows, and automated systems to streamline user and client transitions onto the platform while meeting verification, compliance, and platform readiness requirements.
You will own the end-to-end onboarding operations roadmap, establishing standard operating procedures (SOPs), service-level agreements (SLAs), and operational governance. The role requires deep operational investigative skills to analyze activation funnels, drop-off metrics, and workflow telemetry, translating data insights into targeted interventions and automated solutions.
Key responsibilities include:
- Architecting foundational operational frameworks and governance structures for global onboarding
- Analyzing operational telemetry and activation data to identify friction points and design automated workflows
- Partnering with Product, Engineering, and Go-To-Market teams to build platform controls and self-serve tooling
- Acting as a critical bridge between Engineering and frontline Operations, translating technical platform changes into actionable workflows
- Optimizing operational processes, managing performance metrics (Time-to-Value, Activation Rate, CSAT), and reducing manual intervention queues
- Serving as the escalation point for complex, high-value onboarding cases involving Legal, Trust & Safety, and GTM stakeholders
- Authoring and maintaining comprehensive runbooks, playbooks, and training documentation
- Mentoring early-career team members and building enablement frameworks to scale operations
This is a remote-first role with approximately 10% travel anticipated for in-person team and customer engagement. The role is not eligible for hire in the San Francisco Bay Area.
REQUIREMENTS:
Required:
- Bachelor's degree in 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 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 SQL, Looker, Tableau, Snowflake, or similar tools to analyze workflow performance and present findings to leadership
- Excellent written and verbal communication skills, with proven ability to explain complex technical workflows and operational requirements to non-technical stakeholders
- Comfortable managing ambiguity, working independently, and making high-stakes decisions under tight operational SLAs
Desired:
- Advanced proficiency with 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
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
