Onboarding Operations Tech Lead

Twilio
United States
Workplace: RemoteFull timeUSD 96,640 - 142,000 annuallyFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Written and verbal communication","Data fluency","Cross-functional collaboration","Process improvement","Operating in ambiguity"]

Lead global onboarding operations by architecting the end-to-end onboarding ops roadmap, building SOPs/SLAs, and governing operational readiness and compliance. Use telemetry, activation funnels, and drop-off metrics to design automated intervention workflows that reduce friction. Partner with Product, Engineering, and Go-To-Market to build structural platform controls and verification checks, translate technical changes into frontline playbooks, manage escalations, and institutionalize knowledge through runbooks and training.

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FursaFursa
Twilio
Twilio
2 days ago

Onboarding Operations Tech Lead

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI
Last checked: 2 hours agoStatus: Live

Job Summary

Lead global onboarding operations by architecting the end-to-end onboarding ops roadmap, building SOPs/SLAs, and governing operational readiness and compliance. Use telemetry, activation funnels, and drop-off metrics to design automated intervention workflows that reduce friction. Partner with Product, Engineering, and Go-To-Market to build structural platform controls and verification checks, translate technical changes into frontline playbooks, manage escalations, and institutionalize knowledge through runbooks and training.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Administration & Executive Assistance

Key Responsibilities

  • •Architect and own the end-to-end onboarding ops roadmap, establishing SOPs, SLAs, and operational governance.
  • •Analyze telemetry and onboarding funnel metrics to identify friction and design targeted intervention logic and automated workflows.
  • •Partner with Product, Engineering, and Go-To-Market to build long-term platform controls, self-serve onboarding tooling, and automated verification checks.
  • •Translate technical platform changes, API updates, and engineering rollouts into actionable operational workflows and guidance.
  • •Serve as final escalation point for complex/high-value onboarding cases; maintain runbooks, playbooks, and training documentation while mentoring early-in-career team members.
Travel: Low travel

Pay and Benefits

Salary: USD 96,640 - 142,000 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid SickPaid LeaveParental Leave

Key Requirements

  • •Bachelor’s degree in a business or technology discipline, or equivalent practical job experience.
  • •6+ years in operations, implementations, customer onboarding, or program management in tech, FinTech, SaaS, or complex digital ecosystems.
  • •Proven experience building operational frameworks, workflows, and policies in highly ambiguous environments.
  • •Experience partnering with Product and Engineering to automate manual operations.
  • •Strong data fluency using tools like SQL, Looker, Tableau, and Snowflake to analyze workflow performance and communicate results.
Experience:FinTechSaaSCustomer onboardingRegulated environmentsKYCCompliance workflows
Education:Bachelor's
Skills:Written and verbal communicationData fluencyCross-functional collaborationProcess improvementOperating in ambiguity
Tech Stack:SQLLookerTableauSnowflakePythonWorkflow automation platformsAPIs

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn