Manager, Fast Track Operations

Company Overview

Twilio is a global leader in communication technology, enabling millions of developers to design personalized customer experiences from anywhere. Our remote-first culture fosters inclusion and connection, empowering teams worldwide to innovate and impact daily.

Role Summary

As a Manager for Fast Track Operations, you will oversee daily operations to ensure high-quality decision-making, adherence to SLAs, operational consistency, and drive continuous improvements. You will lead a dispersed team, enhance execution standards, mentor employees, and collaborate across departments to refine workflows, tools, and onboarding processes.

Key Responsibilities

• Lead and develop a results-driven onboarding operations team by providing coaching, performance management, mentoring, and constructive feedback.
• Make informed, prompt decisions on complex and exceptional onboarding cases.
• Ensure departmental SLA compliance and collaborate with other operational teams on challenging onboarding issues.
• Manage team workload and staffing alignments according to priorities and SLA objectives.
• Define clear team goals and accountability measures aligned with operational KPIs and objectives.
• Engage with Go-to-Market teams to understand client onboarding requirements.
• Work cross-functionally to enhance workflows, tools, and effectiveness of onboarding procedures.
• Identify process inefficiencies and operational risks, implementing practical improvements.
• Lead initiatives aimed at improving workflows and processes from inception through execution.
• Maintain thorough documentation, including internal runbooks, guidelines, and review standards.
• Utilize operational metrics and reports to track trends, risks, and areas for enhancement.
• Offer structured feedback to optimize tooling, automation, and AI-powered decision support where applicable.
• Exemplify leadership qualities consistent with Twilio Magic values such as ownership, customer centricity, continuous improvement, and empowerment.

Required Qualifications

• At least 2 years in a leadership role managing teams or equivalent experience.
• Proven ability to manage staff performance and development through coaching and accountability.
• Experience within structured operational environments focused on risk, compliance, or decision evaluation processes.
• Capability to prioritize and guide teams to quality execution amid evolving operational demands.
• Strong project management skills to oversee initiatives from planning to completion.
• Expertise utilizing operational metrics and process improvement techniques.
• Good judgment in handling escalations and sensitive operational matters.
• Effective written and verbal communication skills in English.
• Professional communication of decisions, risks, and recommendations.
• Comfortable operating in remote, multi-time zone settings with high ownership.
• Experience serving Tier 1 or Enterprise clients.
• Preferred: Some background in account management.

Preferred Experience

• Background in telecommunications, CPaaS, or messaging operations is advantageous.
• Familiarity with collaboration and workflow platforms like ServiceNow, Zendesk, Airtable, Slack, or JIRA.
• History of partnering cross-functionally to improve operational results.
• Able to identify recurring issues and translate them into actionable workflow improvements.
• Experience with analytics and reporting tools such as Tableau, Looker, Microsoft Office Suite, or Google Workspace.

Location & Travel

This remote position excludes candidates residing in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, and Washington DC. Occasional travel may be necessary for team meetings or customer engagements.

Compensation and Benefits

The estimated salary ranges according to location are:

• Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, Washington D.C.: $116,960 - $146,200
• New York, New Jersey, Washington State, California (outside San Francisco Bay area): $123,760 - $154,700
• San Francisco Bay Area: $137,520 - $171,900

The role may also qualify for equity participation and corporate bonuses. Benefits include health insurance, retirement savings plans, paid leave (sick, personal, parental), and others varying by location.

Additional Information

Applications are accepted until August 15th but could close early due to business needs. Twilio is committed to equality and diversity, welcoming applicants from diverse backgrounds and those with criminal histories consistent with legal requirements. Beware of recruitment scams; all official communications are from @twilio.com email addresses and no payments or personal financial information are solicited during hiring.