Vendor Operations & Governance Specialist

Twilio
United States
Workplace: RemoteFull timeUSD 116,960 - 146,200 annuallyFunction: Healthcare (Clinical, Medical, Wellness)Experience: 5+ yearsSkills: ["Analytical thinking","Influencing without authority","Cross-functional communication","Risk mitigation","Operational leadership"]

Own day-to-day vendor operations and governance for Twilio’s partner-managed contact center sites. Ensure SLA compliance, quality scores, and performance against key KPIs like CSAT/CES and AHT. Lead vendor huddles, WBRs, calibration sessions, and RCAP root-cause programs to remove bottlenecks. Partner with Global WFM to align headcount and ramp coverage, audit site operations, and translate performance data into actionable insights for senior leadership.

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FursaFursa
Twilio
Twilio
2 days ago

Vendor Operations & Governance Specialist

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Last checked: 7 hours agoStatus: Live

Job Summary

Own day-to-day vendor operations and governance for Twilio’s partner-managed contact center sites. Ensure SLA compliance, quality scores, and performance against key KPIs like CSAT/CES and AHT. Lead vendor huddles, WBRs, calibration sessions, and RCAP root-cause programs to remove bottlenecks. Partner with Global WFM to align headcount and ramp coverage, audit site operations, and translate performance data into actionable insights for senior leadership.
Location: United States
Workplace: Remote
Employment Type: Full time
Job Function: Healthcare (Clinical, Medical, Wellness)
Seniority: Mid level

Key Responsibilities

  • •Own daily operational execution, including SLA compliance, quality scores, and site performance across partner-managed queues.
  • •Drive partner sites to exceed operational metrics such as productivity, CSAT/CES, Quality Assurance, and AHT through daily tracking and reviews.
  • •Lead daily vendor huddles, intraday performance tracking, weekly operational reviews (WBRs), and bi-weekly cross-site calibration sessions.
  • •Run monthly Root Cause & Action Plan (RCAP) processes to eliminate operational bottlenecks and customer friction points.
  • •Provide operational governance by auditing site culture and attrition drivers, serving as the operational point of contact for vendor leadership, and partnering with WFM to align headcount and ramp coverage.
Travel: Low travel

Pay and Benefits

Salary: USD 116,960 - 146,200 annually
Equity and Bonus:Equity
Perks:Health Insurance401kPaid LeaveParental Leave

Key Requirements

  • •5+ years in vendor site/contact center operations, directly managing vendor relationships and multi-channel support with a 100+ FTE footprint.
  • •Strong operational governance experience, including audit routines, performance scorecards, calibration routines, and structured continuous improvement (e.g., QBRs/MBRs/scorecards).
  • •Fluency in workforce management concepts such as occupancy, shrinkage, and schedule adherence to collaborate with internal WFM.
  • •Experience with developer-first or SaaS, API-driven support workloads, and tools like Zendesk, Twilio Flex, Looker, or Tableau.
  • •Proven ability to design operational workflows/SOPs, influence standardization without direct authority, and communicate operational data to executive leadership.
Experience:5+ yearsContact center operationsVendor managementWorkforce managementSaaSDeveloper-first platforms
Skills:Analytical thinkingInfluencing without authorityCross-functional communicationRisk mitigationOperational leadership
Tech Stack:ZendeskTwilio FlexLookerTableauAPI

Company Brief

Twilio
Provides cloud communications platforms and APIs enabling developers to add voice, messaging, video, and authentication features to applications. Serves enterprises and developers with programmable communications, engagement, and customer interaction tools.
Industry: API Platforms
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: San Francisco, United States
Founded: 2008
Glassdoor
Glassdoor: 4.0
WebsiteLinkedIn