Manager, Fast Track Operations

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

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
• Experience working with Tier 1 or Enterprise level customers
• Some account management experience preferred

Desired:

• 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.