Program Manager, Carrier Operations – Governance

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $117k - $171.9k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📋 Program Manager

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This company has sponsored H1B visas in the past.

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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 • Present operational narratives, risks, and performance metrics to cross-functional leadership, C-suite stakeholders, and the Audit Committee • 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 internal 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 for IRSG, Legal, Finance, and GTM stakeholders • Deliver accurate data pulls, ad hoc analyses, structured summaries, and reporting quality validation • Own the team’s day-to-day Run-the-Business cadence and ensure operational accountability • Facilitate operational forums, including 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 integrating policies, business processes, IT/systems tools, and operational controls • Direct experience standing up operating models, team cadences, and operational documentation, including runbooks, frameworks, and ROEs • Proven track record 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 specifications • Strong written and verbal communication skills with experience presenting to executive leadership • Strong analytical proficiency using Excel/Google Sheets, SQL, or Looker • Ability to thrive in a fast-paced environment • Six Sigma or formal Program / Process Management / Prosci Change Management certification is desired • Familiarity with Airtable, Jira, Confluence, Python, Coefficient, and AI tooling is desired • Background in management consulting, high-growth tech, or global telecom environments is desired • Operational experience within commercial Deal Desks, supplier QBR management, or revenue assurance is desired • Domain knowledge of A2P SMS, international voice/messaging, carrier billing, or AIT/IRSF fraud frameworks is desired

🏖️ 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 • Volunteering and donation support