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Toll Free Verification Operations Manager



United States · Remote
Posted on Thursday, May 9, 2024

See yourself at Twilio

Join the team as Twilio’s next Toll Free Verification Operations Manager.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

Twilio is seeking a Toll Free Verification Operations Manager to join the Global Onboarding Operations Team, focusing on Toll Free Onboarding in the A2P Messaging space. This role will oversee onboarding for all of Toll Free onboarding requests and manage various workflows to ensure that carrier requirements are being upheld pre and post onboarding. As a Toll Free Verification Operations Manager, you will operate as a main stakeholder and subject matter expert on Toll Free Messaging working with cross functional teams such as Carrier Relations, Product, Legal and GTM as well as be a lead compliance expert externally with our strategic partners.


In this role, you’ll:

  • Lead the Toll Free Verification Operations team, which is responsible for onboarding and reviewing Toll Free Verification submissions and ensuring they are compliant on Twilio’s platform with Twilio’s Acceptable Use Policy and/or Messaging Policy, as well as with current carrier and provider guidelines.
  • Ensure your teams deliver excellent performance against operational targets and regularly assess your team’s ability to achieve performance goals and objectives.
  • The ability to create compelling reports using tools such as Looker, Tableau, or a similar business intelligence tool.
  • Deep project management skills. Must be able to effectively plan, organize and drive projects to completion, including cross-functional teams over whom you do not have direct authority.
  • Ability to learn and master aspects of complicated processes and systems. You can apply the principles of operational excellence to optimize Twilio’s operational processes while improving quality, customer satisfaction, and productivity.
  • Hire and develop team members to ensure the team can successfully prevent non-compliant and unwanted communications across our platform.
  • Excellent written and verbal communications skills - ability to build effective work relationships and influence stakeholders.


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!


  • 5+ years experience in leading operational teams
  • Expertise at prioritizing and executing multiple projects simultaneously and keeping others on track. You’re thorough and organized to the extreme.
  • Drive toward continuous improvement of compliant traffic through fulfilling carrier requirements and analyzing data.
  • Project manage our existing Toll Free Verification workflow to identify and remove bottlenecks. You will be responsible for decreasing non-compliant traffic.
  • Lead continue review and enforce existing onboarding practices to ensure we are in compliance with carrier and regulator requirements
  • Design dashboards for operational, financial, and system health metrics and service levels
  • Help to define and manage the project roadmap (e.g., timing, sequencing, prioritization) to optimize for operational efficiency and customer satisfaction


  • Have a deep understanding of the intricate onboarding process for A2P messaging (Short-Code, Toll Free and 10-DLC) in North American market, Canada is a plus
  • SQL experience


This role will be remotely based in the U.S. but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.


We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 5% travel is anticipated to help you connect in-person in a meaningful way.

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.

*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

  • Based in Colorado: $92,000- $116,000.
  • This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location within the state.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at accommodation@twilio.com.