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Program Manager, Carrier Operations & Governance

Twilio· Carrier Relations/Carrier Ops
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Hybrid (Ontario, British Columbia or Alberta, Canada)$90.8k - $113.5k + bonusFull-timePosted 2w ago

About the role

A program manager within a brand-new function at Twilio responsible for designing and operating the global telecom carrier and wholesale supplier ecosystem, including governance, operating model, run-the-business (RTB) execution, and cross-functional program delivery.

Responsibilities

  • Drive Visible Governance Programs: Serve as the core Program Manager for a highly visible, cross-functional governance initiative spanning multiple areas of the business - including building and operationalizing programs from diagnosis, design, implementation, and change management
  • Maintain Executive Visibility: Package and present operational narratives, risks, and performance metrics to cross-functional leadership, feeding into C-suite and Audit Committee reviews.
  • Implement Core Infrastructure: Lead end-to-end process improvements across carrier operations — understanding, synthesizing, and deploying cohesive policies, workflows, systems/tools, and data-driven controls.
  • Build Team Foundations: Design and stand up the new Carrier Operations & Governance operating model, operational cadences, and internal team structures.
  • Author Runbooks & Standards: Author, maintain, and roll out standard operational runbooks, supply policies, and Rules of Engagement (ROEs) for internal stakeholders and carrier partners.
  • Design Enablement & Change Management: Design and create comprehensive enablement programs, training materials, and frameworks to accelerate organizational transformation — actively shifting teams from relationship- and assumption-driven decision-making to a rigorously governed, data-informed operating model.
  • Business Intelligence: Leverage quantitative research, machine learning models, performance monitoring, and scalable data foundations that enable fast, economically sound insights.
  • Data & Reporting Quality: Execute analytical requests from IRSG, Legal, Finance, and GTM stakeholders, delivering accurate data pulls, ad-hoc analyses, and structured summaries. Perform data quality checks and validation to ensure accuracy and consistency across reporting pipelines.
  • Drive Team RTB Engine: Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level, ensuring operational momentum and accountability.
  • Facilitate Operational Rhythms: Facilitate regular operational forums, including team OKR tracking, and deal approval workflows.

Qualifications

  • 5+ years of experience in management consulting or as a Program Manager or Chief of Staff in telecom, RevOps, or strategy and operations.
  • Proven track record leading highly visible, cross-functional programs across business, technical, legal, and financial stakeholders.
  • Demonstrated expertise driving end-to-end process improvements by integrating policies, business processes, IT/systems tools, and operational controls.
  • Direct experience standing up operating models, team cadences, and operational documentation (runbooks, frameworks, ROEs).
  • Proven track record in designing enablement content and driving organizational change.
  • Experience driving Run-the-Business (RTB) cadences, OKR tracking, and operational reporting.
  • Strong capability in process mapping, business case writing, and translating complex operational needs into IT system specs.
  • Sharp written and verbal communication skills with experience presenting to executive leadership.
  • Strong analytical proficiency using data tools (Excel/Google Sheets, SQL, or Looker) to measure performance and policy compliance.
  • Team player who thrives in a fast-paced environment.

Skills

Required:Management consulting or Program Management experienceCross-functional program leadershipOperational design and runbooksEnablement content and change managementData analytics and reporting

Benefits

  • Competitive pay
  • Generous time off
  • Parental and wellness leave
  • Healthcare
  • Retirement savings program
  • Additional location-based benefits
  • Incentive programs, equity grants, health and wellness benefits, retirement contributions, and paid time off (location-dependent)
Last updated Oct 8, 2026. Interested? Apply on the company site.

About Twilio

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