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Salary: CAD 90,800 - 113,500 / annual
Twilio is building a new Carrier Operations & Governance function from the ground up and seeking a Program Manager to serve as the primary owner of critical end-to-end improvements spanning telecom carrier and wholesale supplier ecosystem management. This is a high-visibility role reporting into leadership that maintains regular cadences with Twilio's CEO, CFO, CRO, and Audit Committee.
You will design and implement the policies, processes, systems, tools, and controls necessary to build a world-class operating environment. Key responsibilities span four core pillars:
**Cross-Functional Governance & Leadership:** Drive visible governance programs across multiple business areas, from diagnosis through design, implementation, and change management. Package and present operational narratives, risks, and performance metrics to cross-functional leadership and the C-suite. Lead end-to-end process improvements across carrier operations by synthesizing and deploying cohesive policies, workflows, systems/tools, and data-driven controls.
**Operating Model, Enablement & Team Infrastructure:** Design and stand up the new Carrier Operations & Governance operating model, operational cadences, and internal team structures. Author and maintain standard operational runbooks, supply policies, and Rules of Engagement (ROEs) for internal stakeholders and carrier partners. Design comprehensive enablement programs and training materials to shift teams from relationship-driven to rigorously governed, data-informed decision-making.
**Insights & Reporting:** Leverage quantitative research, machine learning models, performance monitoring, and scalable data foundations to enable fast, economically sound insights. 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 across reporting pipelines.
**Run-the-Business (RTB) Ownership:** Own and manage the day-to-day RTB cadence at the team level, ensuring operational momentum and accountability. Facilitate regular operational forums, including team OKR tracking and deal approval workflows.
This role writes the playbook rather than inheriting one. You will thrive in high-visibility environments, design systems from first principles, and own program execution end-to-end. Occasional travel may be required for project or team in-person meetings.
**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
**Desired Qualifications:**
- 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)
About Twilio
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