[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 workloads
  • 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 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
  • 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

  • Twilio is a cloud communication company that enables users to use standard web languages to build voice, VoIP, and SMS apps via a web API. It was founded in 2008, and is headquartered in San Francisco, California, USA, with a workforce of 5001-10000 employees. Its website is

    • Company H1B Sponsorship

  • Twilio has a track record of offering H1B sponsorships, with 73 in 2026, 215 in 2025, 168 in 2024, 209 in 2023, 369 in 2022, 264 in 2021, 157 in 2020. Please note that this does not guarantee sponsorship for this specific role.

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