Manager, Toll-Free Onboarding Operations
Who we are
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
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See yourself at Twilio
Join the team as Twilio’s next Manager, Toll-Free Onboarding Operations (M2)
About the job
This position is needed to manage day-to-day Toll-Free Onboarding Operations across verification, appeals, escalations, and related onboarding workflows. 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
In this role, you’ll:
- Lead and develop a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback
- Oversee verification, appeals, and escalation workflows to ensure accuracy, consistency, and SLA adherence
- Make sound, timely decisions on complex or edge-case onboarding scenarios
- Maintain strong quality and decision standards without creating unnecessary operational friction
- 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 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
Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
*Required:
- 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
Desired:
- Working knowledge of U.S. and Canada SMS messaging standards and carrier guidelines
- 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, and based in Colombia.
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.
What We Offer
Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
Twilio thinks big. Do you?
We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.
So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.
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. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.