Sr. Manager, Carrier Operations & Governance

Twilio

3d•$155,520 - $228,700•Remote

About The Position

This is a brand-new function being built from the ground up to reshape how Twilio manages, governs, and optimizes its global telecom carrier and wholesale supplier ecosystem. This role writes the playbook for governing and optimizing Twilio's telecom carrier and wholesale supplier ecosystem. The team reports into leadership that maintains regular cadences with Twilio's CEO, CFO, CRO, and Audit Committee. The Sr. Manager will be a key builder of this team, setting enterprise policies, establishing governance frameworks, and driving executive-level operating rhythms from the ground up. This role is for someone who thinks like an owner and operator, designing how a multi-hundred-million-dollar supplier ecosystem should run from first principles. Responsibilities include hands-on ownership of the core machinery such as Know Your Supplier (KYS) policy, rate changes and margin management, and operating cadences (QBRs, OKRs, risk reviews). The role will also help transform the culture of how Twilio's carrier and wholesale teams operate, driving proactive alignment across internal stakeholders, carrier partners, and leadership. The work will be visible beyond the immediate team, directly setting the narrative for Twilio's executive leadership and Audit Committee regarding cost, compliance, and capacity exposure. This is an opportunity to build something real, own it end-to-end, and drive high-impact outcomes in a fast-paced, high-energy environment.

Requirements

8+ years of professional experience in telco supply chain operations, supplier governance, strategy & governance, vendor management, revenue assurance, process improvement, or Revenue Operations (RevOps).
Experience building and maintaining automated data pipelines, backend data models, and navigating ambiguous datasets.
Experience using SQL and BI visualization platforms to drive data-driven decision-making.
Proven experience setting enterprise-level policy, governance frameworks, or risk appetite in ambiguous environments.
Demonstrated ability to craft executive-level narratives and risk reporting for C-suite and Audit Committee audiences.
Experience sponsoring, defining, or building analytical and systems infrastructure for enterprise-scale compliance or monitoring.
Experience leading culture change, stakeholder alignment, and training programs across internal teams and external partners.
Sharp written and verbal communication skills with a track record of presenting to cross-functional leadership and executive decision-makers.
Strong analytical capability using Excel / Google Sheets, SQL, or Looker to model cost trends and analyze complex data sets.

Nice To Haves

Background in telecom, technology, management consulting, or other high-impact environments.
Experience managing or setting policy for wholesale rate changes, margin validation, or Supplier Deal Desks.
Proven track record facilitating enterprise Run-the-Business (RTB) cadences, including supplier Quarterly Business Reviews (QBRs) and tracking team OKRs.
Knowledge of the A2P SMS ecosystem, international voice/messaging routing, carrier contracts, carrier billing practices, or fraud frameworks (AIT/IRSF).
Understanding of global regulatory and industry standards from organizations such as GSMA, MEF, i3forum, ITW Global Leaders' Forum, or others.
Experience with workflow management platforms (e.g., Airtable, Jira, Confluence) and building operational dashboards.

Responsibilities

Set enterprise policy and risk appetite for the Know Your Supplier (KYS) governance framework, ensuring it scales with Twilio's global supplier footprint.
Set enterprise policy for telecom supplier rate changes and wholesale margin management, and adjudicate escalations.
Author, maintain, and enforce operational Runbooks, supply policies, and Rules of Engagement (ROEs) across cross-functional teams.
Perform in-depth analyses of R&O using statistical methods to uncover trends and opportunities.
Build the analytical and systems infrastructure needed to monitor supplier compliance and risk at enterprise scale.
Develop risk forecasting models and real-time monitoring mechanisms, incorporating external factors like economic indicators and publicly available disclosures and datasets.
Create and maintain reporting dashboards and visualizations (e.g., using Tableau, Power BI, or Looker) to track key performance indicators (KPIs) for KYS and broader IRSG initiatives.
Champion governance and culture-change training programs across internal stakeholders, carrier partners, and leadership.
Own the Risks & Opportunities (R&O) narrative Twilio's executive leadership and Audit Committee rely on to understand cost, compliance, and capacity exposure across the supplier ecosystem.
Own the RTB cadence at the enterprise level — supplier QBRs and operational risk reviews — ensuring they inform and withstand executive and Audit Committee scrutiny.