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Salary: USD 116,960 - 171,900 / annual
Twilio is building a new Carrier Operations & Governance function from the ground up, and this Program Manager role is the core architect of that team. You will report into leadership with direct visibility to the CEO, CFO, CRO, and Audit Committee, owning critical end-to-end improvements across Twilio's telecom carrier and wholesale supplier ecosystem.
This is not a role that inherits an existing playbook—it writes one. You will design and stand up the team's operating model, operational cadences, runbooks, and internal structures. You will lead program execution across four core pillars:
**Cross-Functional Governance & Leadership:** Serve as the core Program Manager for highly visible, cross-functional governance initiatives spanning business, technical, legal, and financial stakeholders. Package and present operational narratives, risks, and performance metrics to C-suite and Audit Committee reviews. Lead end-to-end process improvements across carrier operations by understanding, 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, maintain, and roll out standard operational runbooks, supply policies, and Rules of Engagement (ROEs) for internal stakeholders and carrier partners. 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:** 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 to ensure accuracy and consistency across reporting pipelines.
**Run-the-Business (RTB) Ownership:** Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level, ensuring operational momentum and accountability. Facilitate regular operational forums, including team OKR tracking and deal approval workflows.
You will thrive in high-visibility environments, love designing systems from first principles, and want to own program execution end-to-end. The role may require occasional travel 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:**
- 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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