Manager, Fast Track Operations

Role Description

This position is needed to manage day-to-day Fast Track Operations. The manager is accountable for decision quality, SLA performance, operational consistency, and continuous improvement across the program. You will lead a distributed team, strengthen execution discipline, support employee development, and partner cross-functionally to improve workflows, tooling, and onboarding effectiveness. This role supports structured operational programs that balance customer experience with industry compliance standards and policy requirements. Success in this role requires strong people leadership, sound operational judgment, and hands-on project ownership.

Responsibilities

• Lead and develop a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback.
• Make sound, timely decisions on complex or edge-case onboarding scenarios.
• Maintain department SLAs and work with other operational teams to partner on complex onboarding scenarios.
• Plan and balance team workload and staffing coverage against operational priorities and SLA targets.
• Establish clear team priorities, goals, and accountability measures aligned with operational KPIs and OKRs.
• Partner with Go to market teams to understand customer onboarding needs.
• Partner cross-functionally with internal teams to improve workflows, tooling, and onboarding effectiveness.
• Identify process gaps and operational risks and drive practical improvement actions.
• Lead workflow and process improvement initiatives from planning through implementation.
• Maintain strong documentation practices across internal runbooks, guidance, and review standards.
• Use operational metrics and reporting to monitor trends, risks, and performance opportunities.
• Provide structured feedback to improve tooling, automation, and AI-assisted decision support where applicable.
• Model leadership behaviors aligned with Twilio Magic, including ownership, customer focus, continuous improvement, and empowering others.

Qualifications

• 2+ years of people leadership experience as a manager, team lead, or equivalent leadership role.
• Demonstrated ability to manage employee performance and development through coaching, feedback, and accountability practices.
• Experience working in structured operational or policy-driven review environments involving risk or decision evaluation workflows.
• Ability to lead teams through prioritization, decision-making, and quality execution in evolving operational environments.
• Strong project management skills with the ability to drive initiatives from planning through delivery.
• Experience using operational metrics and process improvement methods to strengthen team performance.
• Sound judgment when handling escalations and sensitive operational situations.
• Strong written and verbal English communication skills.
• Ability to communicate decisions, risks, and recommendations clearly and professionally.
• Comfort working in remote, cross-time-zone environments with a high level of ownership and accountability.
• Experience working with Tier 1 or Enterprise level customers.
• Some account management experience preferred.

Desired

• Experience in telecommunications, CPaaS, or messaging operations environments.
• Familiarity with workflow and collaboration tools such as ServiceNow, Zendesk, Airtable, Slack, JIRA, or similar platforms.
• Experience partnering cross-functionally to improve operational outcomes.
• Ability to identify recurring trends and translate them into practical workflow improvements.
• Experience using reporting and analytics tools such as Tableau, Looker, Microsoft Suite, or Google Workspace.

Location

This role will be remote, but is not eligible to be hired in CA, CT, IL, MA, MD, NJ, NY, OR, PA, RI, TX, VA, WA, or Washington DC.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

Benefits

• Competitive pay.
• Generous time off.
• Ample parental and wellness leave.
• Healthcare.
• Retirement savings program.
• Offerings vary by location.

Compensation

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C.: $96,640 - $120,800.
• Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $102,240 - $127,800.
• Based in the San Francisco Bay area, California: $113,600 - $142,000.

This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Applications for this role are intended to be accepted until August 15th, but may change based on business needs.

Equal Opportunity Employer

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.