# Program Manager, Carrier Operations & Governance

**Company**: Twilio
**Location**: Remote - Canada
**Work arrangement**: remote
**Experience**: senior
**Job type**: full-time
**Salary**: $90,800.00- $113,500.00
**Category**: Operations
**Industry**: Technology

**Apply**: https://job-boards.greenhouse.io/twilio/jobs/8263280?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_25879879-a8d

## Description

At Twilio, we're shaping the future of communications. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.

As a Program Manager, Carrier Operations & Governance, you will 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

In this role, you will lead program execution across four core pillars:

### Cross-Functional Governance & Leadership

- Drive Visible Governance Programs: Serve as the core Program Manager for a highly visible, cross-functional governance initiative spanning multiple areas of the business.

- Maintain Executive Visibility: Package and present operational narratives, risks, and performance metrics to cross-functional leadership.

- Implement Core Infrastructure: Lead end-to-end process improvements across carrier operations.

### Operating Model, Enablement & Team Infrastructure

- 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).

- Design Enablement & Change Management: Design and create comprehensive enablement programs, training materials, and frameworks.

### Insights & Reporting

- Business Intelligence: Leverage quantitative research, machine learning models, performance monitoring, and scalable data foundations.

- Data & Reporting Quality: Execute analytical requests from IRSG, Legal, Finance, and GTM stakeholders.

### Run-the-Business (RTB) Ownership

- Drive Team RTB Engine: Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level.

- Facilitate Operational Rhythms: Facilitate regular operational forums, including team OKR tracking, and deal approval workflows.

## Qualifications

*Required:

- 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.

- Demonstrated expertise driving end-to-end process improvements.

- Direct experience standing up operating models, team cadences, and operational documentation.

- 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.

## What We Offer

Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more.

The estimated pay ranges for this role are as follows:

- $90,800.00- $113,500.00

- Target Bonus Percentage 12.5%

## Skills

### Required
- management consulting
- program management
- telecom
- RevOps
- strategy and operations
- process improvements
- operating models
- enablement content
- organizational change
- data analysis

### Nice to have
- Six Sigma
- formal Program / Process Management / Prosci Change Management certification
- commercial Deal Desks
- supplier QBR management
- revenue assurance
- A2P SMS
- international voice/messaging
- carrier billing
- AIT/IRSF fraud frameworks
- workflow and dashboarding tools
- operational automation

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Source: [Apply at job-boards.greenhouse.io](https://job-boards.greenhouse.io/twilio/jobs/8263280?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)