Manager, Toll-Free Onboarding Operations

📋 Description

• • As the Manager, Toll-Free Onboarding Operations at Twilio, you will be at the forefront of ensuring seamless and compliant communication solutions for our vast customer base. This pivotal role is responsible for the day-to-day management of critical Toll-Free Onboarding Operations, encompassing verification processes, appeal handling, escalation management, and all associated onboarding workflows. Your leadership will directly impact the quality of decisions made, the performance against Service Level Agreements (SLAs), the consistency of our operational execution, and the continuous improvement of the entire program.
• • You will lead a dynamic, distributed team, fostering a culture of execution discipline and empowering individual employee development. A key aspect of your role will be to collaborate effectively with cross-functional teams to enhance existing workflows, optimize tooling, and elevate the overall effectiveness of the onboarding experience for our customers. This position is integral to maintaining structured operational programs that meticulously balance an exceptional customer experience with stringent industry compliance standards and policy requirements.
• • Success in this role hinges on your ability to demonstrate strong people leadership, apply sound operational judgment in complex situations, and take hands-on ownership of projects from inception to completion. You will be instrumental in shaping the future of Twilio's toll-free services by ensuring our operations are efficient, compliant, and scalable.
• • **Key Responsibilities:**
• • Lead, mentor, and develop a high-performing, distributed onboarding operations team. This includes providing consistent coaching, effective performance management, dedicated mentoring, and delivering structured, actionable feedback to foster professional growth and achieve team objectives.
• • Oversee and manage the end-to-end verification, appeals, and escalation workflows, ensuring the highest standards of accuracy, operational consistency, and strict adherence to all defined SLAs.
• • Exercise sound and timely decision-making capabilities when navigating complex or edge-case onboarding scenarios, balancing risk mitigation with customer enablement.
• • Uphold rigorous quality and decision-making standards across all operations without introducing unnecessary operational friction or delays for customers.
• • Strategically plan and balance team workload and staffing coverage, aligning resources with operational priorities and critical SLA targets to ensure optimal performance.
• • Establish clear team priorities, measurable goals, and robust accountability frameworks that are directly aligned with overarching operational Key Performance Indicators (KPIs) and Objectives and Key Results (OKRs).
• • Actively partner with internal teams across various departments to identify opportunities for improving workflows, enhancing tooling, and increasing the overall effectiveness of the onboarding process.
• • Proactively identify process gaps, potential operational risks, and areas for improvement, then drive the implementation of practical, data-driven action plans to address them.
• • Lead and manage workflow and process improvement initiatives, taking ownership from the initial planning stages through to successful implementation and ongoing monitoring.
• • Maintain meticulous and comprehensive documentation practices, including internal runbooks, operational guidance, and review standards, ensuring knowledge is captured and accessible.
• • Leverage operational metrics and reporting dashboards to continuously monitor performance trends, identify emerging risks, and uncover opportunities for performance enhancement.
• • Provide constructive and structured feedback to product and engineering teams to inform improvements in tooling, automation capabilities, and the effectiveness of AI-assisted decision support systems.
• • Embody and champion Twilio's core values, known as Twilio Magic, by demonstrating exceptional ownership, a relentless focus on the customer, a commitment to continuous improvement, and empowering team members to succeed.
• • Contribute to Twilio's remote-first culture by fostering strong team connections and collaboration across distributed teams, ensuring alignment and shared purpose regardless of physical location.