Onboarding Operations Tech Lead

🔥 15 minutes ago

⛰️ Colorado, Hawaii, +6 more states – Remote

⛰️ Colorado – Remote 🌺 Hawaii – Remote 🌽 Illinois – Remote 🦀 Maryland – Remote 🍂 Massachusetts – Remote ❄️ Minnesota – Remote 🍁 Vermont – Remote ☕ Washington – Remote

💵 $96.6k - $142k / year

⏰ Full Time

🟠 Senior

🧑‍💻 Full-stack Engineer

🦅 H1B Visa Sponsor

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👻 Ghost score 0%

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Build and own the end-to-end Onboarding Operations roadmap • Establish standard operating procedures, service-level agreements, and operational governance • Analyze operational telemetry, activation funnels, and drop-off metrics • Design intervention logic and automated workflows • Partner with Product, Engineering, and Go-To-Market teams on platform controls, self-serve onboarding tooling, and automated verification checks • Translate technical platform changes, API updates, and engineering rollouts into operational workflows and guidance • Drive process improvements and manage Time-to-Value, Activation Rate, and CSAT metrics • Streamline manual intervention queues • Serve as the final operational escalation point for complex or high-value onboarding cases • Collaborate with Legal, Trust & Safety, and Go-To-Market leaders • Author and maintain runbooks, playbooks, and training documentation • Mentor early-in-career team members and build enablement frameworks

🎯 Requirements

• 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 using SQL, Looker, Tableau, Snowflake, or similar tools • Excellent written and verbal communication skills, including explaining complex technical workflows to non-technical stakeholders • Ability to manage ambiguity, work independently, and make high-stakes decisions under tight operational SLAs

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare insurance • Retirement savings program • Equity plan eligibility • Corporate bonus plan eligibility • 401(k) retirement account • Paid sick time • Paid personal time off • Paid parental leave • Approximately 10% travel to connect in person • Support for employee volunteering and donation efforts