Remote opportunity at
TwilioOnboarding Operations Tech Lead
Twilio is currently seeking an Onboarding Operations Tech Lead to join their team in a remote capacity. Twilio provides communication solutions designed to help businesses deliver…
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About This Role
Twilio is currently seeking an Onboarding Operations Tech Lead to join their team in a remote capacity. Twilio provides communication solutions designed to help businesses deliver personalized customer interactions and empower developers globally. In this role, the selected candidate will lead operational execution, establish risk and workflow strategies, and build foundational systems for global user onboarding. This position is ideal for an experienced professional who thrives in heavily regulated industries…
Job Description
Twilio is currently seeking an Onboarding Operations Tech Lead to join their team in a remote capacity. Twilio provides communication solutions designed to help businesses deliver personalized customer interactions and empower developers globally. In this role, the selected candidate will lead operational execution, establish risk and workflow strategies, and build foundational systems for global user onboarding.
This position is ideal for an experienced professional who thrives in heavily regulated industries and excels at transforming complex multi-channel processes into streamlined, automated platform controls. The person in this role will act as a primary bridge between engineering and frontline operations, utilizing data telemetry to design targeted interventions and optimize customer activation.
Twilio operates as a remote-first organization, though employees may occasionally be asked to attend in-person team gatherings, functional off-sites, or client meetings, with approximately 10 percent travel anticipated. The company uses artificial intelligence within its recruitment process while maintaining human-led hiring decisions, and participates in E-Verify in certain regions. Candidates should note that this position is not eligible for hires located in San Francisco, CA, Oakland, CA, San Jose, CA, or their surrounding areas.
Responsibilities
- Design and own the complete onboarding operations roadmap, setting up baseline standard operating procedures, service-level agreements, and governance.
- Evaluate telemetry data, activation funnels, and drop-off rates to identify friction points and create automated intervention workflows.
- Collaborate with Product, Engineering, and Go-To-Market teams to develop structural platform controls and self-serve onboarding tools.
- Translate technical platform modifications, API updates, and engineering releases into clear guidance for frontline operations staff.
- Track performance analytics such as Time-to-Value, Activation Rate, and CSAT while reducing manual intervention queues.
- Handle complex or high-value onboarding escalations by coordinating with Legal, Trust & Safety, and Go-To-Market departments.
- Create and update comprehensive training documents, playbooks, and operational runbooks for global teams.
- Mentor junior staff members and establish frameworks to support team scalability as platform adoption increases.
Requirements
- Hold a Bachelor’s degree in a technology or business discipline, or possess equivalent practical job experience.
- Demonstrate at least six years of professional background in operations, customer onboarding, implementations, or program management within tech, SaaS, FinTech, or complex digital environments.
- Show a proven history of operating as an early team member to establish operational frameworks and policies amidst high ambiguity.
- Bring demonstrated experience managing cross-functional projects alongside Product and Engineering to automate manual tasks.
- Possess strong data fluency using tools such as SQL, Looker, Tableau, or Snowflake to review workflow performance and guide strategy.
- Demonstrate strong written and verbal communication abilities to explain technical workflows to non-technical audiences.
- Exhibit comfort working independently under tight operational service-level agreements without constant supervision.
Qualifications
- Demonstrate advanced proficiency utilizing Python, SQL, or workflow automation tools to handle large data sets.
- Bring direct background working with user identity verification, KYC, or regulatory compliance procedures during customer onboarding.
- Show expertise in process improvement methodologies like Agile, Lean, or Six Sigma.
- Provide proven experience in developing and scaling training initiatives for junior operations personnel.
Core Skills
Benefits
- Competitive financial compensation
- Generous time off policies
- Ample parental and wellness leave
- Healthcare and health insurance coverage
- Retirement savings program and 401(k) account
- Paid sick time and paid personal time off
- Eligibility to participate in corporate bonus and equity plans, depending on role and location
Frequently Asked Questions
Is this position remote?
Yes, this role is remote-first, but it is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or their surrounding areas.
What is the salary range for this role?
Compensation varies by geographic location. For example, the estimated pay range is $96,640 to $120,800 in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, and Washington D.C., $102,240 to $127,800 in New York, New Jersey, Washington State, and California outside the Bay Area, and $113,600 to $142,000 in the San Francisco Bay area.
How much travel is required?
Approximately 10% travel is anticipated for this role to support in-person connection and relationship building with customers and colleagues.
What is the application deadline?
Applications are intended to be accepted until November 23rd, though this date may change based on business needs.
Sample Interview Questions
AI-generated questions tailored to this specific role — a preview of the full practice set.