Manager, Fast Track Operations

This is a fully remote position, open to applicants in California, +14 more states.

📋 Description

• Lead and cultivate a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback.

• Make timely and informed decisions on complex or exceptional onboarding scenarios.

• Maintain departmental SLAs and collaborate with other operational teams on intricate onboarding situations.

• Organize and balance team workload and staffing to align with operational priorities and SLA targets.

• Set clear team priorities, objectives, and accountability measures in line with operational KPIs and OKRs.

• Collaborate with go-to-market teams to gain insights into customer onboarding needs.

• Work cross-functionally with internal teams to enhance workflows, tools, and the effectiveness of onboarding processes.

• Identify process deficiencies and operational risks, driving practical improvement initiatives.

• Lead initiatives for workflow and process improvements from planning through to execution.

• Uphold robust documentation practices across internal runbooks, guidance, and review standards.

• Utilize operational metrics and reporting to track trends, risks, and performance enhancement opportunities.

• Provide structured feedback aimed at improving tools, automation, and AI-assisted decision support where relevant.

• Exemplify leadership behaviors consistent with Twilio Magic, including ownership, customer focus, continuous improvement, and empowering others.

⛳️ Requirements

• 2+ years of experience in people leadership roles such as manager, team lead, or an equivalent position.

• Proven ability to manage employee performance and growth through coaching, feedback, and accountability practices.

• Experience in structured operational or policy-driven review settings involving risk assessment or decision evaluation workflows.

• Capability to lead teams through prioritization, decision-making, and quality execution in dynamic operational environments.

• Strong project management abilities to drive initiatives from planning to delivery.

• Experience employing operational metrics and process improvement techniques to enhance team performance.

• Sound judgment in addressing escalations and sensitive operational issues.

• Excellent written and verbal communication skills in English.

• Ability to clearly and professionally communicate decisions, risks, and recommendations.

• Comfortable 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 is preferred.

🏝️ Benefits

• Competitive pay

• Generous time off

• Ample parental and wellness leave

• Healthcare

• Retirement savings program

• Potential participation in equity plan

• Corporate bonus plan

• Paid sick time

• Paid personal time off

• Paid parental leave