Manager, Fast Track Operations

📋 Description

• • As the Manager, Fast Track Operations at Twilio, you will be at the forefront of shaping efficient and compliant customer onboarding processes. This pivotal role demands a leader who can drive operational excellence, ensure high-quality decision-making, and foster a culture of continuous improvement within a distributed team.
• • You will be instrumental in managing the day-to-day operations of our Fast Track program, ensuring that we consistently meet and exceed Service Level Agreements (SLAs) while upholding stringent industry compliance standards and policy requirements. Your leadership will directly impact customer experience and operational integrity.
• • A core aspect of this role involves leading and developing a high-performing, remote team. This includes providing robust coaching, implementing effective performance management strategies, offering mentorship, and delivering structured, constructive feedback to foster individual growth and team success.
• • You will be empowered to make sound, timely decisions, particularly when navigating complex or edge-case scenarios that arise during the onboarding process. This requires a keen operational judgment and a deep understanding of Twilio's policies and customer needs.
• • Maintaining department SLAs is paramount. You will collaborate closely with other operational teams to ensure seamless execution and to jointly address intricate onboarding challenges, fostering a unified approach to operational delivery.
• • Strategic workload and staffing management will be a key responsibility. You will expertly balance team capacity and coverage against critical operational priorities and demanding SLA targets, ensuring optimal resource allocation.
• • Establishing clear team priorities, measurable goals, and robust accountability frameworks is essential. These will be meticulously aligned with overarching operational Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs), driving focused and impactful performance.
• • You will act as a crucial liaison with Go-to-Market (GTM) teams, gaining a deep understanding of customer onboarding needs and translating these insights into actionable operational strategies.
• • Cross-functional partnership is vital. You will collaborate extensively with internal teams to identify opportunities for workflow optimization, enhance tooling capabilities, and elevate the overall effectiveness of the onboarding experience.
• • Proactively identifying process gaps and potential operational risks will be a continuous effort. You will then drive the implementation of practical, data-driven improvement actions to mitigate these risks and enhance efficiency.
• • Leading workflow and process improvement initiatives from the initial planning stages through to successful implementation will be a significant part of your mandate. This involves project management, stakeholder alignment, and change management.
• • Maintaining impeccable documentation practices is crucial for consistency and knowledge sharing. This includes developing and refining internal runbooks, operational guidance, and review standards to ensure clarity and adherence across the team.
• • Leveraging operational metrics and comprehensive reporting will be key to monitoring trends, identifying emerging risks, and uncovering performance enhancement opportunities. Data-driven insights will guide your strategic decisions.
• • Providing structured, actionable feedback to stakeholders responsible for tooling, automation, and AI-assisted decision support systems will be important for their ongoing development and effectiveness.
• • You will embody and promote Twilio Magic, our core values, by demonstrating strong ownership, a relentless customer focus, a commitment to continuous improvement, and by empowering your team members to achieve their full potential.
• • This role is designed for an individual who thrives in a remote, globally distributed environment, bringing a high degree of autonomy, accountability, and a proactive approach to problem-solving. You will contribute to Twilio's mission of revolutionizing how the world communicates by ensuring a seamless and compliant onboarding experience for our valued customers.