Program Manager, Carrier Operations & Governance

Overview

Lead a newly built, cross-functional Carrier Operations & Governance function, designing and running the policies, processes, systems, and controls that govern Twilio's global telecom carrier and wholesale supplier ecosystem.

What you'll do

• Serve as the core Program Manager for a highly visible, cross-functional governance initiative spanning multiple areas of the business, including program diagnosis, design, implementation, and change management.
• Package and present operational narratives, risks, and performance metrics to cross-functional leadership, feeding into C-suite and Audit Committee reviews.
• Lead end-to-end process improvements across carrier operations, deploying cohesive policies, workflows, systems/tools, and data-driven controls.
• Design and stand up the Carrier Operations & Governance operating model, operational cadences, and internal team structures.
• Author, maintain, and roll out operational runbooks, supply policies, and Rules of Engagement (ROEs) for internal stakeholders and carrier partners.
• Design enablement programs, training materials, and frameworks that shift teams from relationship- and assumption-driven decisions to a governed, data-informed operating model.
• Leverage quantitative research, machine learning models, performance monitoring, and scalable data foundations to deliver 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.
• Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level.
• Facilitate regular operational forums, including team OKR tracking and deal approval workflows.

What you'll need

• 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.

Nice to have

• 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).

Details

• Remote, based in Ontario, British Columbia, or Alberta, Canada.
• May be required to travel occasionally for project or team in-person meetings.
• Estimated pay range: $90,800.00 - $113,500.00, with a target bonus of 12.5%.
• Applications intended to be accepted until November 1, 2026, subject to change.