Manager, Toll-Free Onboarding Operations

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.