You will play a critical role in the long term success of client relationships by bridging the gap between Client Success and Member Care. You will partner with Client Success and Member Care leaders to resolve issues and proactively get ahead of issues before they occur. You will lead through influence and drive measurable results.
Join Twilio's personalized onboarding team globally as a Fast Track Operations Specialist. This role involves working directly with customers to help them onboard A2P numbers with 1:1 customer engagement. You'll provide personalized onboarding support, solve existing onboarding issues, provide compliance guidance, manage Onboarding SLAs, and partner with operations teams to scale onboarding volumes. Additionally, you will report metrics, address issues, and advise on industry changes.
This role involves overseeing the day-to-day activities for a team of clinicians, balancing provider flexibility with operational efficiency. The General Manager will be responsible for utilization management, capacity planning, adherence to care protocol, billing consistency, and cost control. This is a highly cross-functional and collaborative role, working with clinicians, Product and Tech, Clinical Support, and other centralized operational functions.
Drive the implementation and continuous improvement of effective field processes. Partner closely with national and regional teams to assess and optimize field activities, balancing standardized programs with appropriate local flexibility. Oversee process design, documentation, and improvement initiatives that support strategic business goals and ensure high-quality delivery.