Program Manager, Carrier Operations & Governance

Twilio•,

28d•$116,960 - $171,900•Remote

About The Position

Twilio is building a highly visible, cross-functional operations & governance team dedicated to optimizing its telecom carrier and wholesale supplier ecosystem. This role will serve as the primary owner of critical end-to-end improvements spanning multiple areas of the business, and build internal operating models that unlock new levels of operational maturity and rigor. The Program Manager will bring together, understand, and implement the policies, processes, systems, tools, and controls necessary to build a world-class operating environment. They will own the creation and stand-up of the team operating model, cadences, and runbooks while taking direct ownership of the team's internal Run-the-Business (RTB) engine. This opportunity is ideal for someone who thrives in high-visibility environments, loves designing systems from first principles, and wants to own program execution end-to-end.

Requirements

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.

Nice To Haves

Background in management consulting, high-growth tech, or global telecom environments.
Six Sigma or formal Program / Process Management / Prosci Change Management certification.
Operational experience within commercial Deal Desks, supplier QBR management, or revenue assurance.
Domain knowledge of A2P SMS, international voice/messaging, carrier billing, or AIT/IRSF fraud frameworks.
Familiarity with workflow and dashboarding tools (Airtable, Jira, Confluence) and operational automation (Python, Coefficient, AI tooling).

Responsibilities

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
Package and present operational narratives, risks, and performance metrics to cross-functional leadership, feeding into C-suite and Audit Committee reviews.
Lead end-to-end process improvements across carrier operations — understanding, synthesizing, and deploying cohesive policies, workflows, systems/tools, and data-driven controls.
Design and stand up the new Carrier Operations & Governance operating model, operational cadences, and internal team structures.
Author, maintain, and roll out standard operational runbooks, supply policies, and Rules of Engagement (ROEs) for internal stakeholders and carrier partners.
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.
Leverage quantitative research, machine learning models, performance monitoring, and scalable data foundations that enable fast, economically sound insights.
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.
Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level, ensuring operational momentum and accountability.
Facilitate regular operational forums, including team OKR tracking, and deal approval workflows.