Program Manager, Carrier Operations & Governance

About the job

This is a fully remote job, open to people in Canada.

Who we are

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. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
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Hiring and how we work

We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!

Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
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See yourself at Twilio

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.

About the job

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

In this role, you will lead program execution across four core pillars:

Cross-Functional Governance & Leadership

• 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.

Operating Model, Enablement & Team Infrastructure

• 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.

Insights & Reporting

• Business Intelligence: Leverage quantitative research, machine learning models, performance monitoring, and scalable data foundations that enable fast, economically sound insights.
• Data & Reporting Quality: 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.
• 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.

• Drive Team RTB Engine: Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level, ensuring operational momentum and accountability.
• Facilitate Operational Rhythms: Facilitate regular operational forums, including team OKR tracking, and deal approval workflows.

Run-the-Business (RTB) Ownership

• Drive Team RTB Engine: Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level, ensuring operational momentum and accountability.
• Facilitate Operational Rhythms: 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. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

*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

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.

What We Offer