Vendor Operations & Governance Specialist at Twilio in Remote - US

Job description

• Join the team as Twilio’s next Vendor Operations & Governance Specialist.
• We are seeking a results-driven Vendor Operations & Governance Specialist to oversee and optimize our global vendor partnerships. In this role, you will serve as the direct operational bridge and governance link between Twilio and our partner sites ensuring third-party contact centers consistently exceed Service Level Agreements (SLAs), quality standards, and operational benchmarks.
• Working alongside our Global Workforce Management (WFM) team, you will establish operational rigor, lead vendor performance reviews, and audit site operations. The ideal candidate is an analytical and influential leader capable of driving vendor accountability, mitigating operational risks, and translating vendor performance data into actionable strategic insights for senior leadership.
• 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.
• .

Responsibilities

• Day-to-Day Vendor Operations & Performance
• Own daily operational execution, Service Level Agreement (SLA) compliance, quality scores, and site performance across partner-managed queues.
• Drive partner sites to exceed core operational metrics, including, productivity, Customer Satisfaction KPIs: CSAT/CES, Quality Assurance, and Average Handle Time (AHT).
• Lead daily vendor huddles, intraday performance tracking, and weekly operational performance reviews (WBR).
• Institute monthly Root Cause & Action Plan (RCAP) processes to eliminate operational bottlenecks and customer friction points.
• Conduct bi-weekly cross-site calibration sessions with internal Quality and Training teams.
• Vendor Relationship & Operational Governance
• Serve as the primary operational point of contact for vendor leadership, establishing clear accountability routines.
• Operationalize Twilio’s core values ("Wear the Customer’s Shoes") across partner sites through daily routines, coaching, and onboarding excellence.
• Audit site culture, agent sentiment, and leadership-to-agent ratios to keep site attrition below target thresholds.
• Partner closely with the WFM Manager to ensure headcount alignment, ramp execution, and interval coverage match operational needs.
• Talent Pool & Pipeline Optimization
• Evaluate and recommend optimal geographical talent pools and partner site profiles for operational scaling or re-allocation.
• Collaborate with vendor recruitment teams to refine candidate profiles, ensuring alignment with API-driven support and complex technical workloads.
• Partner with vendor sites to ensure comprehensive and consistent new-hire and multi-skill onboarding, including training readiness, execution and successful completion.

Requirements

• Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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 in Vendor Site/Contact Center Operations: Direct experience managing vendor relationships and multi-channel support operations (min. 100+ FTE footprint).
• Operational Governance Focus: Strong background in delivering results, site audit routines, performance scorecards, calibration routines, continuous improvement frameworks and structured governance routines (QBRs/MBRs/scorecards).
• WFM & Cross-Functional Alignment: Fluency in workforce management concepts (occupancy, shrinkage, schedule adherence) to effectively collaborate with the internal WFM team.
• Domain & System Experience: Background in developer-first or SaaS platforms, API-driven support workloads, and experience with systems like Zendesk, Twilio Flex, Looker, or Tableau.
• Cross-Functional Process and Workflow Design: Demonstrated ability to build operational excellence, SOPs, drive and influence standardization without direct authority, and communicate complex operational data to executive leadership.

Skills

Required

• Vendor management
• Multi-channel support operations
• Operational governance
• Site audit routines
• Performance scorecards
• Calibration routines
• Continuous improvement frameworks
• Developer-first or SaaS platforms
• API-driven support workloads
• Zendesk
• Twilio Flex
• Looker

Benefits

• Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.
• *Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.
• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $116,960.00 - $146,200.00
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are generally 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.