Vendor Operations & Governance Specialist

Who we are

At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.

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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.

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See yourself at Twilio

Join the team as Twilio’s next Vendor Operations & Governance Specialist.

About the job

We are seeking a results-driven Vendor Operations & Governance Specialist to oversee and optimize our global vendor partnerships. In this role, you will serve as the direct operational bridge and governance link between Twilio and our partner sites ensuring third-party contact centers consistently exceed Service Level Agreements (SLAs), quality standards, and operational benchmarks.

Working alongside our Global Workforce Management (WFM) team, you will establish operational rigor, lead vendor performance reviews, and audit site operations. The ideal candidate is an analytical and influential leader capable of driving vendor accountability, mitigating operational risks, and translating vendor performance data into actionable strategic insights for senior leadership.

Responsibilities

In this role, you’ll

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 &amp

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.

Requirements

• Be a results-driven Vendor Operations & Governance Specialist
• Be an analytical and influential leader capable of driving vendor accountability, mitigating operational risks, and translating vendor performance data into actionable strategic insights for senior leadership.