Vendor Operations & Governance Specialist

🕒 September 9

🇺🇸 United States – Remote

💵 $117k - $146.2k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🎲 Risk

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

👻 Ghost score 0%

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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

• Oversee and optimize global vendor partnerships • Serve as the operational bridge and governance link between Twilio and partner sites • Ensure third-party contact centers exceed SLAs, quality standards, and operational benchmarks • Establish operational rigor, lead vendor performance reviews, and audit site operations • Own daily operational execution, SLA compliance, quality scores, and site performance across partner-managed queues • Drive partner sites to exceed productivity, CSAT/CES, Quality Assurance, and AHT metrics • Lead daily vendor huddles, intraday performance tracking, and weekly operational performance reviews • Institute monthly Root Cause & Action Plan processes to eliminate bottlenecks and customer friction • Conduct bi-weekly cross-site calibration sessions with Quality and Training teams • Serve as the primary operational contact for vendor leadership and establish accountability routines • Operationalize Twilio’s core values across partner sites through routines, coaching, and onboarding • Audit site culture, agent sentiment, leadership-to-agent ratios, and site attrition • Partner with the WFM Manager on headcount alignment, ramp execution, and interval coverage • Evaluate geographical talent pools and partner site profiles for scaling or reallocation • Collaborate with vendor recruitment teams to refine candidate profiles for API-driven support and technical workloads • Ensure comprehensive new-hire and multi-skill onboarding, including training readiness and completion • Translate vendor performance data into actionable strategic insights for senior leadership

🎯 Requirements

• 5+ years in Vendor Site/Contact Center Operations • Direct experience managing vendor relationships and multi-channel support operations with a minimum 100+ FTE footprint • Strong background in delivering results, site audit routines, performance scorecards, calibration routines, continuous improvement frameworks, and structured governance routines such as QBRs, MBRs, and scorecards • Fluency in workforce management concepts including occupancy, shrinkage, and schedule adherence • Background in developer-first or SaaS platforms and API-driven support workloads • Experience with Zendesk, Twilio Flex, Looker, or Tableau • Ability to build operational excellence and SOPs • Ability to drive and influence standardization without direct authority • Ability to communicate complex operational data to executive leadership • Ability to work remotely in the United States, excluding California, Connecticut, New Jersey, New York, Pennsylvania, and Washington • Occasional travel availability for project or team in-person meetings

🏖️ Benefits

• Competitive pay • Generous time off • Ample parental and wellness leave • Healthcare insurance • Retirement savings program • 401(k) retirement account • Paid sick time • Paid personal time off • Paid parental leave • Potential eligibility for Twilio’s equity plan • Potential eligibility for Twilio’s corporate bonus plan • Support for employee volunteering and donation efforts