Onboarding Operations Tech Lead, Twilio

• 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 (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

Desirable

• 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 macro friction trends, directly designing targeted intervention logic and automated workflows to resolve them
• Partner closely 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, demystifying complex technical platform changes, API updates, and engineering rollouts into actionable, easy-to-understand workflows and guidance for the operations team
• Drive process improvements, manage operational performance metrics (e.g., Time-to-Value, Activation Rate, CSAT), and continuously streamline manual intervention queues to maximize accuracy and team efficiency
• Serve as the final point of operational escalation for complex or high-value onboarding cases, navigating cross-functional risk vectors clearly 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