Twilio - Vendor Operations & Governance Specialist
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). • 5+ years in Vendor Site/Contact Center Operations: • 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). • Operational Governance Focus: • WFM & Cross-Functional Alignment: Fluency in workforce management concepts (occupancy, shrinkage, schedule adherence) to effectively collaborate with the internal WFM team. • WFM & Cross-Functional Alignment: • 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. • Cross-Functional Process and Workflow Design: • Location • This role will be remotely located in the United States. • This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA. • Travel • We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.
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.
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. • The estimated pay ranges for this role are as follows: • 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. • Application deadline information • Applications for this role are intended to be accepted until October 5th, but may change based on business needs. • 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. • Stay alert to recruitment fraud • We care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps..
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