Program Manager, Carrier Operations – Governance

🔥 1 minute ago

🇨🇦 Canada – Remote

💵 $90.8k - $113.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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Twilio

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

🔌 API

🤝 B2B

API • B2B

Twilio is a leading provider of cloud communications services that enables developers to build innovative communication solutions. Founded in 2008, Twilio has democratized access to communication channels such as voice, text, chat, video, and email through easy-to-use APIs. With headquarters in San Francisco and a global presence, Twilio empowers organizations of all sizes to engage effectively with their customers by integrating these communication capabilities into their applications.

📋 Description

• Lead highly visible, cross-functional governance programs from diagnosis through design, implementation, and change management • Package and present operational narratives, risks, and performance metrics to cross-functional leadership, C-suite, and Audit Committee reviews • Lead end-to-end process improvements across carrier operations • Design and stand up the Carrier Operations & Governance operating model, operational cadences, and internal team structures • Author, maintain, and roll out operational runbooks, supply policies, and Rules of Engagement for stakeholders and carrier partners • Design enablement programs, training materials, and change-management frameworks • Leverage quantitative research, machine learning models, performance monitoring, and scalable data foundations • Execute analytical requests, data pulls, ad-hoc analyses, and structured summaries for IRSG, Legal, Finance, and GTM stakeholders • Perform data-quality checks and validation across reporting pipelines • Own the team’s day-to-day Run-the-Business cadence and operational accountability • Facilitate operational forums, team OKR tracking, and deal approval workflows

🎯 Requirements

• 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 • 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)

🏖️ Benefits

• Competitive pay • Generous time off • Parental leave • Wellness leave • Healthcare • Retirement savings program • Incentive programs • Commissions • Equity grants • Health and wellness benefits • Retirement contributions • Paid time off • Volunteering and donation support