Manager, Fast Track Operations
New
T
TwilioCommunications, CPaaS
Remote - US, Cross-time-zone environmentsFull-TimeManager
SalaryBased in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $96,640 - $120,800; Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $102,240 - $127,800; Based in the San Francisco Bay area, California: $113,600 - $142,000
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Job Details
- Languages
- English
- Experience
- 2+ years
- Required Skills
- Project ManagementAccount ManagementRisk ManagementProcess improvement
Requirements
- 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.
- Experience working with Tier 1 or Enterprise level customers.
Responsibilities
- Lead and develop a high-performing onboarding operations team through coaching, performance management, mentoring, and structured feedback.
- Make sound, timely decisions on complex or edge-case onboarding scenarios.
- Maintain department SLAs and work with other operational teams to partner on complex onboarding scenarios.
- 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.
- 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.
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