Manager, Fast Track Operations

Twilio

Manager for Fast Track Operations at Twilio leading the onboarding operations team and driving improvements. Ensuring quality decisions, SLA performance, and operational consistency across programs.

Posted 7/10/2026full-timeRemote • California, Connecticut, District of Columbia, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Oregon, Pennsylvania, Rhode Island, Texas, Virginia, Washington • 🇺🇸 United StatesJuniorMid-Level💰 $96,640 - $142,000 per yearWebsite

Tech Stack

Tools & technologies

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

Performance ManagementCoachingDecision-MakingWorkflow ImprovementOperational Risk EvaluationSLA ManagementKPI AlignmentAccountability PracticesProcess DocumentationAutomation Tools

Soft Skills

Structured FeedbackTeam CollaborationCustomer FocusContinuous ImprovementOwnership