Build amazing customer experiences on the Twilio platform with APIs for SMS, RCS, voice, and email, plus conversational AI for smarter engagement, and identity verification for trust. Backed by Bessemer, a16z and Founders Fund.
About the role
We are seeking a results-driven Vendor Operations & Governance Specialist to oversee and optimize our global vendor partnerships. In this role, you will serve as the direct operational bridge and governance link between Twilio and our partner sites ensuring third-party contact centers consistently exceed Service Level Agreements (SLAs), quality standards, and operational benchmarks.
What they're looking for
- 5+ years in Vendor Site/Contact Center Operations: Direct experience managing vendor relationships and multi-channel support operations (min. 100+ FTE footprint)
- WFM & Cross-Functional Alignment: Fluency in workforce management concepts (occupancy, shrinkage, schedule adherence) to effectively collaborate with the internal WFM team
- Domain & System Experience: Background in developer-first or SaaS platforms, API-driven support workloads, and experience with systems like Zendesk, Twilio Flex, Looker, or Tableau
More about this role
At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work , and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
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We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
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Join the team as Twilio’s next Vendor Operations & Governance Specialist.
We are seeking a results-driven Vendor Operations & Governance Specialist to oversee and optimize our global vendor partnerships. In this role, you will serve as the direct...
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