Onboarding Operations Tech Lead

Twilio

. Build and own the end-to-end Onboarding Operations roadmap .

Posted 9/18/2026full-timeRemote • Colorado • United StatesSenior💰 $96,640 - $142,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in building and managing operational frameworks, workflows, and policies within complex digital ecosystems, with a strong focus on data analysis and cross-functional collaboration. Proficient in translating technical changes into operational guidance while mentoring team members and driving process improvements.

Highest-signal resume keywords

Operational Framework DevelopmentData Analysis Using SQLCross-Functional Project ManagementOnboarding Process ImprovementTechnical Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational GovernanceStandard Operating ProceduresAutomated WorkflowsActivation Funnels AnalysisTime-to-Value ManagementCSAT Metrics ManagementAPI Updates TranslationIntervention Logic DesignRunbook AuthoringPlaybook Maintenance

Soft Skills

Excellent Written CommunicationExcellent Verbal CommunicationMentoringDecision-Making Under AmbiguityIndependent Work

Tools & Technologies

SQLLookerTableauSnowflake

Industry Keywords

SaaSFinTechCustomer OnboardingProgram ManagementDigital Ecosystems

Tech Stack

Tools & technologies

SQLTableauGo

About the role

Key responsibilities & impact

Build and own the end-to-end Onboarding Operations roadmap
Establish standard operating procedures, service-level agreements, and operational governance
Analyze operational telemetry, activation funnels, and drop-off metrics
Design intervention logic and automated workflows
Partner with Product, Engineering, and Go-To-Market teams on platform controls, self-serve onboarding tooling, and automated verification checks
Translate technical platform changes, API updates, and engineering rollouts into operational workflows and guidance
Drive process improvements and manage Time-to-Value, Activation Rate, and CSAT metrics
Streamline manual intervention queues
Serve as the final operational escalation point for complex or high-value onboarding cases
Collaborate with Legal, Trust & Safety, and Go-To-Market leaders
Author and maintain runbooks, playbooks, and training documentation
Mentor early-in-career team members and build enablement frameworks

Requirements

What you’ll need

Bachelor’s Degree in a business or technology discipline, or equivalent practical job experience
6+ years of experience in operations, implementations, customer onboarding, or program management in tech, FinTech, SaaS, or complex digital ecosystems
Proven track record of operating as a founding or pioneer team member, building operational frameworks, workflows, and policies in highly ambiguous environments
Demonstrated experience managing cross-functional projects with Product and Engineering to automate manual operations
Strong data fluency using SQL, Looker, Tableau, Snowflake, or similar tools
Excellent written and verbal communication skills, including explaining complex technical workflows to non-technical stakeholders
Ability to manage ambiguity, work independently, and make high-stakes decisions under tight operational SLAs

Benefits

Comp & perks

Competitive pay
Generous time off
Ample parental and wellness leave
Healthcare insurance
Retirement savings program
Equity plan eligibility
Corporate bonus plan eligibility
401(k) retirement account
Paid sick time
Paid personal time off
Paid parental leave
Approximately 10% travel to connect in person
Support for employee volunteering and donation efforts