Program Manager, Carrier Operations & Governance

Twilio • ,

46d • CA$90,800 - CA$113,500 • Remote

About The Position

Twilio is building a new Carrier Operations & Governance function to reshape how it manages, governs, and optimizes its global telecom carrier and wholesale supplier ecosystem. The Program Manager will own end-to-end improvements across multiple business areas and help establish the policies, processes, systems, tools, and controls needed for a mature operating environment. The role reports into leadership that maintains regular cadences with Twilio’s CEO, CFO, CRO, and Audit Committee.

The position leads cross-functional governance programs from diagnosis through design, implementation, and change management; communicates operational narratives, risks, and performance metrics to leadership; and develops the team’s operating model, cadences, runbooks, standards, and enablement. It also owns the team’s day-to-day Run-the-Business (RTB) engine, including operational forums, OKR tracking, and deal approval workflows.

The role supports business intelligence and reporting through quantitative research, performance monitoring, scalable data foundations, analytical requests, data pulls, ad hoc analyses, structured summaries, and data-quality validation. It is remote and based in Ontario, British Columbia, or Alberta, Canada. Occasional travel may be required for project or team in-person meetings.

Requirements

• At least 5 years of experience in management consulting or as a Program Manager or Chief of Staff in telecom, RevOps, or strategy and operations.
• Proven ability to lead highly visible, cross-functional programs involving business, technical, legal, and financial stakeholders.
• Demonstrated expertise in end-to-end process improvement integrating policies, business processes, IT or systems tools, and operational controls.
• Direct experience establishing operating models, team cadences, and operational documentation such as runbooks, frameworks, and Rules of Engagement.
• Proven track record designing enablement content and driving organizational change.
• Experience driving Run-the-Business cadences, OKR tracking, and operational reporting.
• Strong capability in process mapping, business case writing, and translating complex operational needs into IT system specifications.
• Strong written and verbal communication skills, including experience presenting to executive leadership.
• Analytical proficiency with data tools such as Excel or Google Sheets, SQL, or Looker.
• Ability to work collaboratively and thrive in a fast-paced environment.

Nice To Haves

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

Responsibilities

• Lead visible, cross-functional governance programs from diagnosis and design through implementation and change management.
• Present operational narratives, risks, and performance metrics to cross-functional leadership for C-suite and Audit Committee reviews.
• Lead end-to-end process improvements across carrier operations, including policies, workflows, systems and tools, and data-driven controls.
• Design and establish the Carrier Operations & Governance operating model, operational cadences, and internal team structures.
• Author, maintain, and roll out operational runbooks, supply policies, and Rules of Engagement for internal stakeholders and carrier partners.
• Create enablement programs, training materials, and frameworks to support organizational transformation toward governed, data-informed decision-making.
• Use quantitative research, machine learning models, performance monitoring, and scalable data foundations to generate timely, economically sound insights.
• Execute analytical requests from IRSG, Legal, Finance, and GTM stakeholders, including 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 team’s day-to-day Run-the-Business cadence, ensuring operational momentum and accountability.
• Facilitate operational forums, including team OKR tracking and deal approval workflows.

Benefits

• Competitive pay
• Generous time off
• Parental and wellness leave
• Healthcare
• Retirement savings program
• Potential eligibility for incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off, depending on role and location

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed