Onboarding Operations Tech Lead

Overview

Lead operational execution and build foundational systems for global onboarding, ensuring users and clients transition onto Twilio's platform efficiently while meeting verification, compliance and platform readiness requirements.

What you'll do

• Build and own the end-to-end Onboarding Ops roadmap, establishing baseline standard operating procedures (SOPs), service-level agreements (SLAs) and operational governance.
• Analyze operational telemetry, activation funnels and drop-off metrics to uncover friction trends, and design targeted intervention logic and automated workflows to resolve them.
• Partner with Product, Engineering and Go-To-Market teams to build long-term structural platform controls, self-serve onboarding tooling and automated verification checks.
• Act as the critical link between Engineering and frontline Operations, translating complex technical platform changes, API updates and engineering rollouts into actionable workflows and guidance.
• Drive process improvements, manage operational performance metrics (e.g., Time-to-Value, Activation Rate, CSAT), and continuously streamline manual intervention queues.
• Serve as the final point of operational escalation for complex or high-value onboarding cases, navigating cross-functional risk with Legal, Trust & Safety and Go-To-Market leaders.
• Author, refine and maintain comprehensive runbooks, team playbooks and training documentation for global operations teams.
• Actively mentor early-in-career team members, build enablement frameworks and lay the operational groundwork to scale the team as platform adoption grows.

What you'll need

• 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 such as 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.

Nice to have

• 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 such as Lean, Six Sigma or Agile.
• Proven experience building and scaling training programs for junior operations staff.

Details

• Remote role; not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.
• Approximately 10% travel anticipated for in-person relationship building with customers and colleagues.
• Ad-hoc in-person reporting may be requested for team gatherings, functional off-sites or customer meetings.
• Application intended to be accepted until November 23rd, subject to change based on business needs.