[Remote] Vendor Operations & Governance Specialist
Note: The job is a remote job and is open to candidates in USA. Twilio delivers communications solutions that help businesses and developers create personalized customer experiences. The Vendor Operations & Governance Specialist will oversee global vendor partnerships, ensure partner contact centers meet service-level and quality standards, lead operational governance and performance reviews, and translate vendor data into strategic insights.
Responsibilities
- 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
- Partner closely with the WFM Manager to ensure headcount alignment, ramp execution, and interval coverage match operational needs
- 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 worklo
- Partner with vendor sites to ensure comprehensive and consistent new-hire and multi-skill onboarding, including training readiness, execution and successful completion
Skills
- 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 worklo, 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
- For this role, you may be required to travel occasionally to participate in project or team in-person meetings
Benefits
- Remote-first work
- Generous time off
- Ample parental and wellness leave
- Healthcare
- A retirement savings program
- Eligibility to participate in Twilio’s equity plan
- Eligibility to participate in Twilio’s corporate bonus plan
- Health care insurance
- 401(k) retirement account
- Paid sick time
- Paid personal time off
- Paid parental leave
- Supporting employees’ volunteering and donation efforts
Company Overview
Company H1B Sponsorship