{"id":"8402069732","title":"Manager, Fast Track Operations","posted_at":"2026-03-13T14:27:47.000Z","apply_url":"https://job-boards.greenhouse.io/twilio/jobs/7636045","locations":["Remote"],"employment_type":null,"workplace_type":"remote","seniority_level":null,"description_language":null,"source_name":"greenhouse","source_url":"https://job-boards.greenhouse.io/twilio/jobs/7636045","salary":null,"job_summary":"Twilio provides innovative communication solutions that empower businesses and developers to create personalized customer experiences. This role involves managing a distributed team responsible for day-to-day Fast Track Operations, including ensuring operational consistency, SLA performance, and continuous process improvement.","job_description":{"responsibilities":["Lead and develop a high-performing onboarding operations team through coaching, performance management, and mentoring.","Make sound, timely decisions on complex or edge-case onboarding scenarios.","Maintain department SLAs and collaborate with other operational teams.","Plan and balance team workload and staffing coverage against operational priorities.","Establish clear team priorities, goals, and accountability measures aligned with KPIs and OKRs.","Partner with Go to market teams to understand customer onboarding needs.","Collaborate cross-functionally to improve workflows, tooling, and onboarding effectiveness.","Identify process gaps and operational risks and drive improvement actions.","Lead workflow and process improvement initiatives from planning through implementation.","Maintain documentation practices across internal runbooks, guidance, and review standards.","Use operational metrics and reporting to monitor trends, risks, and performance.","Provide feedback to improve tooling, automation, and AI-assisted decision support.","Model leadership behaviors aligned with Twilio Magic."],"minimum_qualifications":["2+ years of people leadership experience as a manager, team lead, or equivalent.","Demonstrated ability to manage employee performance and development.","Experience working in structured operational or policy-driven review environments.","Ability to lead teams through prioritization, decision-making, and quality execution.","Strong project management skills with the ability to drive initiatives from planning through delivery.","Experience using operational metrics and process improvement methods.","Sound judgment when handling escalations and sensitive operational situations.","Strong written and verbal English communication skills.","Ability to communicate decisions, risks, and recommendations clearly.","Comfort working in remote, cross-time-zone environments.","Experience working with Tier 1 or Enterprise level customers."],"preferred_qualifications":["Some account management experience.","Experience in telecommunications, CPaaS, or messaging operations environments.","Familiarity with workflow and collaboration tools such as ServiceNow, Zendesk, Airtable, Slack, or JIRA.","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."]},"visa_sponsorship":null,"experience_years_min":null,"job_address":null,"job_city":null,"job_state":null,"job_country":null,"location_lat":null,"location_lng":null,"keywords":["customer experience","cross-functionally","recommendations","collaboration","documentation","communication","relationships","intelligence","Collaborate","distributed","performance","experiences","competitive","developers","operations","enterprise","automation","priorities","onboarding","compliance","mentoring","analytics","reporting","efficient","Microsoft","standards","workflows","customer","internal","account","develop","global","trends","Google","teams","local","craft","KPIs","data","Jira","AI"],"company":{"name":"Twilio","logo_url":"https://img.logo.dev/twilio.com?token=pk_fWx5G5QrQMm-0Ud8BW3mBg&size=64&format=png","description":"Twilio provides a communications API platform that enables businesses to integrate messaging, voice, and email solutions into their applications to create personalized customer experiences.","website_url":"https://twilio.com","linkedin_url":"https://www.linkedin.com/company/twilio-inc-","glassdoor_url":"https://www.glassdoor.com/Overview/Working-at-Twilio-EI_IE410790.0,6.htm","x_url":"https://x.com/twilio","instagram_url":"https://www.instagram.com/twilio/","youtube_url":"https://www.youtube.com/c/twilio","github_url":"https://github.com/twilio","huggingface_url":null,"tiktok_url":null,"crunchbase_url":"https://www.crunchbase.com/organization/twilio","facebook_url":null,"employee_count_range":"5001-10000","employee_count":null,"founded_year":2008,"headquarters":{"address":"Rincon Center, San Francisco, CA, United States","city":"San Francisco, CA","country":"US","lat":37.7879363,"lng":-122.4075201},"industry":"software","company_type":"enterprise","total_funding_usd":null,"locations":["Bengaluru, India","Estonia","Ireland","Mexico City, Mexico","Sydney, Australia"]}}