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Twilio is seeking a Vendor Operations & Governance Specialist to oversee and optimize global vendor partnerships, serving as the operational bridge between Twilio and third-party contact center sites. You will ensure partner sites consistently exceed Service Level Agreements (SLAs), quality standards, and operational benchmarks while working alongside the Global Workforce Management (WFM) team.
Day-to-day responsibilities include owning operational execution and SLA compliance across partner-managed queues, driving sites to exceed core metrics (productivity, CSAT/CES, Quality Assurance, Average Handle Time), and leading daily vendor huddles and weekly operational performance reviews. You will institute monthly Root Cause & Action Plan (RCAP) processes to eliminate operational bottlenecks and conduct bi-weekly calibration sessions with internal Quality and Training teams.
On the governance side, you'll serve as the primary operational point of contact for vendor leadership, establishing clear accountability routines and operationalizing Twilio's core values across partner sites through daily routines and coaching. You will audit site culture, agent sentiment, and leadership-to-agent ratios to maintain attrition below target thresholds, and partner closely with the WFM Manager on headcount alignment and ramp execution.
You will also evaluate and recommend optimal geographical talent pools for operational scaling, collaborate with vendor recruitment teams to refine candidate profiles for API-driven and complex technical workloads, and ensure comprehensive new-hire and multi-skill onboarding across vendor sites.
Required qualifications include 5+ years in vendor site/contact center operations with direct experience managing vendor relationships and multi-channel support operations (minimum 100+ FTE footprint), plus demonstrated operational governance expertise. You should be analytical, influential, and capable of driving vendor accountability while translating performance data into actionable strategic insights for senior leadership.
About Twilio
SaaS / Enterprise Software — authentication and identity infrastructure for developers.
