Manager, Fast Track Operations

We are seeking a Manager, Fast Track Operations to manage day-to-day Fast Track Operations at Twilio. The manager will be accountable for decision quality, SLA performance, operational consistency, and continuous improvement across the program.

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

Benefits:

• Competitive pay
• Generous time off
• Ample parental and wellness leave
• Healthcare
• Retirement savings program
• Much more

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