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Vendor Operations & Governance Specialist

Twilio· Services
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Hybrid (Remote / US)$117k - $146.2kFull-timePosted 1mo ago

About the role

Vendor Operations & Governance Specialist to oversee and optimize Twilio's global vendor partnerships, ensuring SLA, quality, and operational benchmarks across partner sites. Collaborates with Global WFM to drive performance, governance, and continuous improvement.

Responsibilities

  • Own daily operational execution, SLA compliance, quality scores, and site performance across partner-managed queues.
  • Drive partner sites to exceed core operational metrics, including productivity, 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 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 with 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 scaling or re-allocation.
  • Collaborate with vendor recruitment teams to refine candidate profiles for API-driven support and complex technical workloads.
  • Partner with vendor sites to ensure comprehensive onboarding, training readiness, execution and completion.

Qualifications

  • 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: experience with site audits, performance scorecards, calibration routines, continuous improvement frameworks, and governance routines (QBRs/MBRs/scorecards).
  • WFM & Cross-Functional Alignment: fluency in occupancy, shrinkage, schedule adherence; ability to collaborate with internal WFM team.
  • Domain & System Experience: background in developer-first or SaaS platforms, API-driven support workloads; experience with Zendesk, Twilio Flex, Looker, or Tableau.
  • Cross-Functional Process and Workflow Design: ability to build operational excellence, SOPs, drive standardization, and communicate data to executives.

Skills

Required:Vendor ManagementOperational GovernanceWFM Knowledge

Benefits

  • Competitive pay
  • Generous time off
  • Healthcare
  • Retirement savings program
  • Parental and wellness leave
  • Location-based offerings
Last updated Sep 10, 2026. Interested? Apply on the company site.

About Twilio

Twilio platform for communications and programmable APIs across messaging, voice, video, and AI-enabled workflows.

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