Channels Operations Manager M2

Who we are 

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant, diverse team making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. 

About the job

This position is for a Channels Operations Onboarding Manager, M2

Twilio is seeking a Channels Operations Onboarding Manager to join the Onboarding Operations Team. In this role, you will oversee the end-to-end onboarding process for WhatsApp, ensuring a seamless experience for customers and strengthening relations with Meta. You will work closely with internal teams, including Carrier Relations, Product, Engineering, and GTM, as well as external strategic partners.

Responsibilities

Twilio is looking for someone who embodies the Twilio Magic and has:

• 5+ years of experience in onboarding operations for Channels (WhatsApp).
• 2+ years of managing a team of 3 or more people
• Expertise in onboarding processes for WhatsApp, with a deep understanding of Meta processes and the Tech Provider Program onboarding
• Process-driven mindset, with the ability to design and optimize workflows for onboarding and compliance.
• Experience managing complex customer requests, ensuring smooth sender registration across various regions.
• Strong collaboration skills, working closely with Twilio’s Product and Engineering teams to troubleshoot technical issues and enhance tooling.
• Project management expertise, leading initiatives to improve operational efficiency, compliance, and customer experience.
• Technical proficiency, including experience with tools such as JIRA, Zendesk, and business intelligence platforms like Looker or Tableau (SQL knowledge is a plus).
• Data-driven mindset, using analytics to optimize onboarding processes and improve customer success.
• Excellent communication skills, with the ability to work cross-functionally and represent Channel Onboarding Operations in vendor and carrier partnerships.

Qualifications 

Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

Key Responsibilities

As a Channels Operations Onboarding Manager, you will:

• Drive toward continuous improvement of WhatsApp and Tech Provider Program processes through fulfilling Meta’s requirements and analyzing data.
• Manage and optimize onboarding workflows, eliminating bottlenecks and improving compliance.
• Lead audits of existing onboarding practices to ensure alignment with Meta and their acceptable use cases
• Design dashboards to track operational performance, compliance metrics, and service levels.
• Project manage complex customer onboarding requests, ensuring timely registration across regions.
• Work closely with internal teams to troubleshoot technical issues and enhance Twilio’s onboarding operations.

Location

This role will be remote first.

20% of travel required. 

What We Offer

There are many benefits to working at Twilio, including, in addition to competitive pay, things like generous time-off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

Twilio thinks big. Do you?

We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.

So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now!

If this role isn't what you're looking for, please consider other open positions.