# Onboarding Operations Tech Lead

**Company**: Twilio
**Location**: Remote - US
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $96,640 - $120,800
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8213541?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_2db9904f-141

## Description

We are seeking an Onboarding Operations Tech Lead to join our team. As an Onboarding Operations Tech Lead, you will lead operational execution, architect risk and workflow strategies, and build the foundational systems for global onboarding.

Responsibilities:

- Architect Foundational Frameworks: Build and own the end-to-end Onboarding Ops roadmap, establishing baseline standard operating procedures (SOPs), service-level agreements (SLAs), and operational governance.

- Translate Data to Strategy: 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.

- Bridge Operations & Product: 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.

- Serve as a Technical Translator: 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.

- Optimize Operational Workflows: 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.

- Manage High-Stakes Escalations: 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.

- Document & Institutionalize Knowledge: Author, refine, and maintain comprehensive runbooks, team playbooks, and training documentation for global operations teams.

- Multiply Team Talent: Actively mentor early-in-career team members, build enablement frameworks, and lay the operational groundwork to scale the team as platform adoption grows.

Qualifications:

- 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.

Location: Remote - US Travel: Approximately 10% travel anticipated 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

## Skills

### Required
- SQL
- Looker
- Tableau
- Snowflake
- data analysis
- operational management
- cross-functional project management

### Nice to have
- Python
- workflow automation platforms
- user identity verification
- KYC
- regulatory compliance workflows
- process improvement frameworks (Lean, Six Sigma, Agile)

---

Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8213541?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)