Remote Vendor Operations & Governance Lead

Twilio; San Francisco (CA); Remote; USD 117,000 - 146,000; Full time

Benefits offered by this job

Healthcare

401(k) retirement plan

Paid time off

Parental leave

Job summary

Twilio is seeking a remote Vendor Operations & Governance Specialist to oversee and optimize global vendor partnerships. You will bridge operations between Twilio and partner sites to ensure SLAs, quality standards, and benchmarks are met.

You’ll drive governance, site audits, and performance insights for senior leadership. Collaborate with the WFM team on headcount, ramp, and coverage, while shaping SOPs and onboarding for multi-skill capabilities.

Qualifications

• 5+ years in Vendor Site/Contact Center Operations.
• Strong governance routines: QBRs/MBRs/scorecards.
• Fluency in WFM concepts and cross-functional collaboration.
• Experience with API-driven support workloads and SaaS tools.

Responsibilities

• In daily ops, ensure SLA compliance, quality scores, and site performance.
• Lead vendor performance reviews, RCAPs, and cross-site calibration.
• Establish accountability with vendor leadership and governance routines.
• Collaborate with WFM to align headcount, ramp, and interval coverage.
• Refine candidate profiles with vendor recruitment for multi-skill onboarding.

Skills

Vendor Ops

Operational Governance

WFM collaboration

API-driven workloads

Cross-functional design

Tools

Zendesk

Twilio Flex

Looker

Tableau

Job description

Twilio is seeking a remote Vendor Operations & Governance Specialist to oversee and optimize global vendor partnerships. You will bridge operations between Twilio and partner sites to ensure SLAs, quality standards, and benchmarks are met.

You’ll drive governance, site audits, and performance insights for senior leadership. Collaborate with the WFM team on headcount, ramp, and coverage, while shaping SOPs and onboarding for multi-skill capabilities.