[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