Manager, Toll-Free Onboarding Operations at Twilio

Twilio

Remote - Colombia·1w ago

ManagerFull-timeAI

Salary Range

$81,600 - $110,400 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

About the Role

We are looking for a Manager, Toll-Free Onboarding Operations to join Twilio's team. This role involves managing day-to-day operations across verification, appeals, escalations, and related workflows, with accountability for decision quality, SLA performance, and continuous improvement.

Key Responsibilities

→Lead and develop a high-performing onboarding operations team through coaching, performance management, and mentoring
→Oversee verification, appeals, and escalation workflows to ensure accuracy, consistency, and SLA adherence
→Make sound, timely decisions on complex onboarding scenarios
→Plan and balance team workload and staffing coverage against operational priorities
→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
→Use operational metrics and reporting to monitor trends, risks, and performance opportunities
→Provide structured feedback to improve tooling, automation, and AI-assisted decision support
→Model leadership behaviors aligned with Twilio Magic

Requirements

✓2+ years of people leadership experience as a manager, team lead, or equivalent
✓Demonstrated ability to manage employee performance and development through coaching and feedback
✓Experience working in structured operational or policy-driven review environments
✓Ability to lead teams through prioritization, decision-making, and quality execution
✓Strong project management skills with the ability to drive initiatives from planning through delivery
✓Experience using operational metrics and process improvement methods
✓Sound judgment when handling escalations and sensitive operational situations
✓Strong written and verbal English communication skills
✓Comfort working in remote, cross-time-zone environments