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TwilioVendor Operations & Governance Specialist
Twilio is looking for a Vendor Operations & Governance Specialist to oversee global vendor partnerships and third-party contact centers remotely from the United States, excluding specific…
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About This Role
Twilio is looking for a Vendor Operations & Governance Specialist to oversee global vendor partnerships and third-party contact centers remotely from the United States, excluding specific states. The company creates communications solutions for businesses and developers worldwide. In this position, the individual will act as the primary operational link between Twilio and partner sites, ensuring third-party teams meet Service Level Agreements, quality standards, and operational goals. The role requires working…
Job Description
Twilio is looking for a Vendor Operations & Governance Specialist to oversee global vendor partnerships and third-party contact centers remotely from the United States, excluding specific states. The company creates communications solutions for businesses and developers worldwide. In this position, the individual will act as the primary operational link between Twilio and partner sites, ensuring third-party teams meet Service Level Agreements, quality standards, and operational goals. The role requires working alongside the Global Workforce Management team to lead performance reviews, run site audits, and establish operational consistency.
This job suits an analytical and influential leader experienced in contact center operations, workforce management concepts, and cross-functional process design. Daily responsibilities involve managing queue performance, leading vendor huddles, driving root-cause action plans, and auditing site culture to maintain low attrition rates. Candidates must also collaborate on talent pool optimization and training execution.
Twilio operates under a remote-first model, though occasional in-person reporting may be requested for team gatherings, off-sites, or customer meetings. The hiring process utilizes artificial intelligence for efficiency, but all final decisions are made by human staff. Eligible employees may receive benefits including healthcare, retirement plans, paid time off, and parental leave, with specific offerings varying by geographic location.
Responsibilities
- Manage daily operational execution, SLA compliance, and quality scores across partner queues
- Lead daily vendor huddles, intraday tracking, and weekly performance reviews
- Institute monthly root cause and action plan processes to resolve bottlenecks
- Conduct bi-weekly cross-site calibration sessions alongside internal Quality and Training teams
- Serve as the primary operational contact for vendor leadership and enforce accountability
- Audit site culture, agent sentiment, and leadership ratios to control staff attrition
- Partner with the workforce management manager to align headcount and interval coverage
- Evaluate geographic talent pools and refine candidate profiles for technical support workloads
Requirements
- Have at least five years of experience in vendor site or contact center operations, managing relationships and multi-channel support for a minimum 100-FTE footprint
- Demonstrate a strong background in operational governance, site audits, scorecards, and continuous improvement frameworks
- Possess fluency in workforce management concepts such as occupancy, shrinkage, and schedule adherence
- Bring background experience with developer-first platforms, SaaS, API-driven support, and tools like Zendesk, Twilio Flex, Looker, or Tableau
- Show the ability to build standard operating procedures and influence standardization without direct authority
Core Skills
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare coverage
- Retirement savings program
Frequently Asked Questions
What is the location and remote status for this role?
The position is fully remote within the United States, but it cannot be performed in California, Connecticut, New Jersey, New York, Pennsylvania, or Washington. Occasional in-person reporting may be required for team gatherings or meetings.
What experience is required to apply?
Applicants must have at least five years of experience in vendor site or contact center operations managing a footprint of at least 100 FTEs, alongside familiarity with workforce management concepts and governance frameworks.
What salary does this position offer?
The specific salary is not stated for all regions, but estimated pay ranges for candidates based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont, or Washington D.C. are between $116,960.00 and $146,200.00.
What is the employment type?
The posting specifies that this is a full-time position.
Until what date are applications accepted?
Applications are intended to be accepted until October 5th, though this deadline may change based on business needs.
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