Program Manager, Carrier Operations & Governance

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.

Join Twilio as a Program Manager, Carrier Operations & Governance — a tech-forward business analyst and program manager within a brand-new function built from the ground up to reshape how Twilio manages, governs, and optimizes its global telecom carrier and wholesale supplier ecosystem.

This isn't a role that inherits an existing playbook — it's a role that writes one. Twilio is building a highly visible, cross-functional operations & governance team dedicated to optimizing its telecom carrier and wholesale supplier ecosystem. Reporting into leadership that maintains regular cadences with Twilio's CEO, CFO, CRO, and Audit Committee, you will serve as the primary owner of critical end-to-end improvements spanning multiple areas of the business, and build internal operating models that unlock new levels of operational maturity and rigor.

In this role, you will bring together, understand, and implement the policies, processes, systems, tools, and controls necessary to build a world-class operating environment. You will own the creation and stand-up of the team operating model, cadences, and runbooks while taking direct ownership of the team's internal Run-the-Business (RTB) engine.

If you thrive in high-visibility environments, love designing systems from first principles, and want to own program execution end-to-end, this opportunity is built for you.

Responsibilities

• Lead program execution across four core pillars:
• Drive Visible Governance Programs: Serve as the core Program Manager for a highly visible, cross-functional governance initiative spanning multiple areas of the business - including building and operationalizing programs from diagnosis, design, implementation, and change management.
• Maintain Executive Visibility: Package and present operational narratives, risks, and performance metrics to cross-functional leadership, feeding into C-suite and Audit Committee reviews.
• Implement Core Infrastructure: Lead end-to-end process improvements across carrier operations — understanding, synthesizing, and deploying cohesive policies, workflows, systems/tools, and data-driven controls.
• Build Team Foundations: Design and stand up the new Carrier Operations & Governance operating model, operational cadences, and internal team structures.
• Author Runbooks & Standards: Author, maintain, and roll out standard operational runbooks, supply policies, and Rules of Engagement (ROEs) for internal stakeholders and carrier partners.
• Design Enablement & Change Management: Design and create comprehensive enablement programs, training materials, and frameworks to accelerate organizational transformation — actively shifting teams from relationship- and assumption-driven decision-making to a rigorously governed, data-informed operating model.
• Leverage quantitative research, machine learning models, performance monitoring and scalable data foundations that enable fast, economically sound insights.
• Execute analytical requests from IRSG, Legal, Finance, and GTM stakeholders, delivering accurate data pulls, ad-hoc analyses, and structured summaries. Perform data quality checks and validation to ensure accuracy and consistency across reporting pipelines.
• Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level, ensuring operational momentum and accountability.
• Facilitate regular operational forums, including team OKR tracking, and deal approval workflows.

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. We are always looking for people who bring something new.

• Required:
• 5+ years of experience in management consulting or as a Program Manager or Chief of Staff in telecom, RevOps, or strategy and operations.
• Proven track record leading highly visible, cross-functional programs across business, technical, legal, and financial stakeholders.
• Demonstrated expertise driving end-to-end process improvements by integrating policies, business processes, IT/systems tools, and operational controls.
• Direct experience standing up operating models, team cadences, and operational documentation (runbooks, frameworks, ROEs).
• Proven track record in designing enablement content and driving organizational change.
• Experience driving Run-the-Business (RTB) cadences, OKR tracking, and operational reporting.
• Strong capability in process mapping, business case writing, and translating complex operational needs into IT system specs.
• Sharp written and verbal communication skills with experience presenting to executive leadership.
• Strong analytical proficiency using data tools (Excel/Google Sheets, SQL, or Looker) to measure performance and policy compliance.
• Team player who thrives in a fast-paced environment.
• Desired:
• Background in management consulting, high-growth tech, or global telecom environments.
• Six Sigma or formal Program / Process Management / Prosci Change Management certification.
• Operational experience within commercial Deal Desks, supplier QBR management, or revenue assurance.
• Domain knowledge of A2P SMS, international voice/messaging, carrier billing, or AIT/IRSF fraud frameworks.
• Familiarity with workflow and dashboarding tools (Airtable, Jira, Confluence) and operational automation (Python, Coefficient, AI tooling).

Location

This role will be remote and based in Ontario, British Columbia or Alberta, Canada.

Travel

You may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location.

The estimated pay ranges for this role are as follows: $90,800.00- $113,500.00 Target Bonus Percentage 12.5%.

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

Application deadline information

Applications for this role are intended to be accepted until November 1, 2026 but may change based on business needs.

Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex, sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.