Hiring: Vendor Operations & Governance Specialist Company: Twilio Location: United States Job Posted Time: 2026-09-10 11:22:40 Employment Type: Remote Target Skills & Keywords : AI, Quality Assurance, SaaS, Twilio, Zendesk About the job Experience: •5+ years in Vendor Site/Contact Center Operations: Direct experience managing vendor relationships and multi-channel support operations (min. 100+ FTE footprint). Required Skills: •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. •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. Qualifications: •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! •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. •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. •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. Compensation: •$116,960 - $146,200 / year •This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!