Manager, Fast Track Operations

🔥 5 minutes ago

🏄 California, Connecticut, +13 more states – Remote

🏄 California – Remote 🦌 Connecticut – Remote 🏛️ District of Columbia – Remote 🌽 Illinois – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 Oregon – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote 🔔 Pennsylvania – Remote ⚓ Rhode Island – Remote 🤠 Texas – Remote ⚔️ Virginia – Remote ☕ Washington – Remote

💵 $96.6k - $142k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

⚙️ Operations

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Millions of developers around the world have used Twilio to unlock the magic of communications to improve any human experience.Twilio has democratized communications channels like voice, text, chat, video, and email by virtualizing the world’s communications infrastructure through APIs that are simple enough for any developer to use, yet robust enough to power the world’s most demanding applications.By making communications a part of every software developer’s toolkit, Twilio is enabling innovators across every industry — from emerging leaders to the world’s largest organizations — to reinvent how companies engage with their customers.Founded in 2008, Twilio has over 5,000 employees in 26 offices in 17 countries and counting, with headquarters in San Francisco and other offices in Atlanta, Bangalore, Berlin, Bogotá, Denver, Dublin, Paris, Prague, Hong Kong, Irvine, London, Madrid, Munich, Malmö, Mountain View, Redwood City, New York City, São Paulo, Sydney, Melbourne, Singapore, Tallinn, and Tokyo.

📋 Description

• 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

🎯 Requirements

• 2+ years of people leadership experience as a manager, team lead, or equivalent leadership role • Demonstrated ability to manage employee performance and development through coaching, feedback, and accountability practices • Experience working in structured operational or policy-driven review environments involving risk or decision evaluation workflows • Ability to lead teams through prioritization, decision-making, and quality execution in evolving operational environments • Strong project management skills with the ability to drive initiatives from planning through delivery • Experience using operational metrics and process improvement methods to strengthen team performance • Sound judgment when handling escalations and sensitive operational situations • Strong written and verbal English communication skills • Ability to communicate decisions, risks, and recommendations clearly and professionally • Comfort working in remote, cross-time-zone environments with a high level of ownership and accountability • Experience working with Tier 1 or Enterprise level customers • Some account management experience preferred.

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare • Retirement savings program • Potential participation in equity plan • Corporate bonus plan • Paid sick time • Paid personal time off • Paid parental leave