Program Manager, Carrier Operations & Governance
Remote · US · USD 90,800-113,500 · 5+ years experience · Remote · Posted Oct 5, 2026
At a glance
- Experience
- 5+ years experience
- Workplace
- Remote
- Location
- Remote · US
- Salary
- USD 90,800-113,500 · OTE
About the role
- Join Twilio as a Program Manager, Carrier Operations & Governance in 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.
- 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.
Responsibilities
- 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.
- 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.
- 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.
- 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.
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.
Preferred 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).
Benefits
- Competitive pay
- Generous time off
- Ample parental and wellness leave
- Healthcare
- Retirement savings program
- Incentive programs
- Commissions
- Equity grants
- Health and wellness benefits
- Paid time off
Workplace
- Remote-first work environment
Skills
- Excel
- Google Sheets
- SQL
- Looker
- Airtable
- Jira
- Confluence
- Python
- Coefficient
- Machine Learning
