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
Additional Information
- This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC
- You may be required to travel occasionally to participate in project or team in-person meetings
- Applications for this role are intended to be accepted until August 15th, but may change based on business needs
