Manager, Toll-Free Onboarding Operations

<div class="content-intro"><p><strong>Who we are </strong></p> <p>At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to<a class="c-link" href="https://customers.twilio.com/" target="_blank" data-stringify-link="https://customers.twilio.com/" data-sk="tooltip_parent"> hundreds of thousands of businesses </a>and empower millions of developers worldwide to craft personalized customer experiences.</p> <p>Our dedication to <a class="c-link" href="https://www.twilio.com/en-us/blog/open-work" target="_blank" data-stringify-link="https://www.twilio.com/en-us/blog/open-work" data-sk="tooltip_parent">remote-first work</a>, 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.<br><br>We use Artificial Intelligence (AI) to help make our hiring process efficient, fair, and transparent, but automation never makes the final call. Every hiring decision is made by real Twilions, ensuring a human touch at every step.</p> <p><span style="color: rgb(255, 255, 255);">.</span></p></div><p><strong>See yourself at Twilio</strong></p> <p>Join the team as Twilio’s next Manager, Toll-Free Onboarding Operations (M2)</p> <p><strong>About the job</strong></p> <p>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.</p> <p>You will lead a distributed team, strengthen execution discipline, support employee development, and partner cross-functionally to improve workflows, tooling, and onboarding effectiveness.</p> <p>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.</p> <p><strong>Responsibilities</strong></p> <p>In this role, you’ll:</p> <ul> <li>Lead and develop a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback</li> <li>Oversee verification, appeals, and escalation workflows to ensure accuracy, consistency, and SLA adherence</li> <li>Make sound, timely decisions on complex or edge-case onboarding scenarios</li> <li>Maintain strong quality and decision standards without creating unnecessary operational friction</li> <li>Plan and balance team workload and staffing coverage against operational priorities and SLA targets</li> <li>Establish clear team priorities, goals, and accountability measures aligned with operational KPIs and OKRs</li> <li>Partner cross-functionally with internal teams to improve workflows, tooling, and onboarding effectiveness</li> <li>Identify process gaps and operational risks and drive practical improvement actions</li> <li>Lead workflow and process improvement initiatives from planning through implementation</li> <li>Maintain strong documentation practices across internal runbooks, guidance, and review standards</li> <li>Use operational metrics and reporting to monitor trends, risks, and performance opportunities</li> <li>Provide structured feedback to improve tooling, automation, and AI-assisted decision support where applicable</li> <li>Model leadership behaviors aligned with Twilio Magic, including ownership, customer focus, continuous improvement, and empowering others</li> </ul> <p><strong>Qualifications </strong></p> <p>Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. ... (truncated, view full listing at source)