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Salary: USD 155,520 - 228,700 / annual
Twilio is building a new, highly visible organization dedicated to governing and optimizing its telecom carrier and wholesale supplier ecosystem. As Sr. Manager of Carrier Operations & Governance, you will be one of the key builders of this function from the ground up—setting enterprise policies, establishing governance frameworks, and driving executive-level operating rhythms. This is a role for someone who thinks like an owner and operator, designing how a multi-hundred-million-dollar supplier ecosystem should run from first principles rather than following existing playbooks.
You will have hands-on ownership of core machinery including Know Your Supplier (KYS) policy, rate changes and margin management, and operating cadences (QBRs, OKRs, risk reviews) that keep the ecosystem honest and optimized. Your work will directly inform Twilio's CEO, CFO, CRO, and Audit Committee, and you'll help transform the culture of how Twilio's carrier and wholesale teams operate by driving proactive alignment across internal stakeholders, carrier partners, and leadership.
Key responsibilities include:
**Enterprise Governance & Policy:** Set enterprise policy and risk appetite for the KYS governance framework; establish policy for telecom supplier rate changes and wholesale margin management; author and maintain operational Runbooks, supply policies, and Rules of Engagement across cross-functional teams.
**Infrastructure & Business Intelligence:** Perform in-depth analyses of Risks & Opportunities using statistical methods; build analytical and systems infrastructure to monitor supplier compliance and risk at enterprise scale; develop risk forecasting models and real-time monitoring mechanisms; create and maintain reporting dashboards using Tableau, Power BI, or Looker; champion governance and culture-change training programs.
**Executive Alignment & Risk Management:** Own the R&O narrative for executive leadership and Audit Committee; own the Run-the-Business cadence at enterprise level, including supplier QBRs and operational risk reviews.
Approximately 10% travel is anticipated. The role is fully remote and based in the US.
**Requirements:**
*Required:*
- 8+ years of professional experience in telco supply chain operations, supplier governance, strategy & governance, vendor management, revenue assurance, process improvement, or Revenue Operations (RevOps)
- Experience building and maintaining automated data pipelines, backend data models, and navigating ambiguous datasets
- Experience using SQL and BI visualization platforms to drive data-driven decision-making
- Proven experience setting enterprise-level policy, governance frameworks, or risk appetite in ambiguous environments
- Demonstrated ability to craft executive-level narratives and risk reporting for C-suite and Audit Committee audiences
- Experience sponsoring, defining, or building analytical and systems infrastructure for enterprise-scale compliance or monitoring
- Experience leading culture change, stakeholder alignment, and training programs across internal teams and external partners
- Sharp written and verbal communication skills with a track record of presenting to cross-functional leadership and executive decision-makers
- Strong analytical capability using Excel / Google Sheets, SQL, or Looker to model cost trends and analyze complex data sets
*Desired:*
- Background in telecom, technology, management consulting, or other high-impact environments
- Experience managing or setting policy for wholesale rate changes, margin validation, or Supplier Deal Desks
- Proven track record facilitating enterprise Run-the-Business cadences, including supplier QBRs and tracking team OKRs
- Knowledge of the A2P SMS ecosystem, international voice/messaging routing, carrier contracts, carrier billing practices, or fraud frameworks (AIT/IRSF)
- Understanding of global regulatory and industry standards from organizations such as GSMA, MEF, i3forum, ITW Global Leaders' Forum, or others
- Experience with workflow management platforms (e.g., Airtable, Jira, Confluence) and building operational dashboards
About Twilio
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