Vendor Operations & Governance Strategist (Remote)

SendGrid; United States; On-site; USD 110,000 - 170,000; Full time

Job summary

Twilio seeks a Vendor Operations & Governance Specialist to oversee global vendor partnerships and ensure SLA, quality, and benchmarks across partner sites. You’ll partner with WFM to drive operational rigor and accountability, delivering data-driven insights to leadership.

The role requires analytical leadership to mitigate risk, run performance reviews, and translate metrics into strategic actions that improve efficiency and customer outcomes.

Qualifications

• 5+ years in vendor site or contact center operations leading multi-channel support operations (min. 100+ FTE).
• Strong governance background with site audits, scorecards, calibration routines and quarterly business reviews (QBRs).
• WFM experience and cross-functional alignment with teams across functions.

Responsibilities

• Oversee day-to-day vendor operations, SLA compliance, quality scores, and site performance across partner queues.
• Lead vendor performance reviews, root-cause analysis, and action plans to remove bottlenecks and customer friction points.
• Collaborate with WFM and recruitment to ensure headcount, ramp, and coverage meet business needs.

Skills

Vendor Site Operations

Contact Center Ops

Governance & Compliance

Job description

Twilio seeks a Vendor Operations & Governance Specialist to oversee global vendor partnerships and ensure SLA, quality, and benchmarks across partner sites. You’ll partner with WFM to drive operational rigor and accountability, delivering data-driven insights to leadership.

The role requires analytical leadership to mitigate risk, run performance reviews, and translate metrics into strategic actions that improve efficiency and customer outcomes.