Remote Vendor Operations & Governance Lead

Twilio; Northern (KY); Hybrid; USD 95,000 - 130,000; Full time

Benefits offered by this job

Remote work

Healthcare

Paid time off

Job summary

Twilio is seeking a results-driven Vendor Operations & Governance Specialist. This remote role oversees and optimizes global vendor partnerships, bridging Twilio with partner sites to ensure SLA adherence, quality, and benchmarks.

You’ll work with the WFM team to drive performance and governance, translating data into strategic improvements for leadership. The ideal candidate analyzes vendor performance, leads calibration sessions, and ensures onboarding excellence while embodying Twilio’s

Qualifications

• 5+ years in Vendor Site/Contact Center Operations with 100+ FTE footprint.
• Operational governance experience with scorecards, QBRs/MBRs.
• WF M concepts and cross-functional alignment with internal teams.
• Background in SaaS platforms and API-driven support workloads.
• Ability to design SOPs and communicate data to executives.

Responsibilities

• Own SLA compliance and site performance across partner queues.
• Drive partner sites to exceed CSAT, CES, QA and AHT metrics.
• Lead daily vendor huddles and weekly performance reviews.
• Institute RCAP processes to eliminate bottlenecks.
• Coordinate cross-site calibration with QA and Training teams.
• Serve as primary operational contact for vendor leadership.
• Promote Twilio values across partner sites through onboarding.
• Audit site culture and leadership-to-agent ratios.
• Align headcount with WFM, ramp, and interval coverage.
• Collaborate on candidate profiles for API-driven workloads.
• Ensure thorough onboarding and multi-skill training readiness.

Skills

Vendor ops

Governance

WFM

SaaS platforms

Cross-functional design

Tools

Zendesk

Twilio Flex

Looker

Tableau

Job description

Twilio is seeking a results-driven Vendor Operations & Governance Specialist. This remote role oversees and optimizes global vendor partnerships, bridging Twilio with partner sites to ensure SLA adherence, quality, and benchmarks.

You’ll work with the WFM team to drive performance and governance, translating data into strategic improvements for leadership. The ideal candidate analyzes vendor performance, leads calibration sessions, and ensures onboarding excellence while embodying Twilio’s