Vendor Operations & Governance Specialist

We are seeking a results-driven Vendor Operations & Governance Specialist to oversee and optimize our global vendor partnerships. In this role, you will serve as the direct operational bridge and governance link between Twilio and our partner sites ensuring third-party contact centers consistently exceed Service Level Agreements (SLAs), quality standards, and operational benchmarks.

Responsibilities:

• Own daily operational execution, Service Level Agreement (SLA) compliance, quality scores, and site performance across partner-managed queues.
• Drive partner sites to exceed core operational metrics, including productivity, Customer Satisfaction KPIs: CSAT/CES, Quality Assurance, and Average Handle Time (AHT).
• Lead daily vendor huddles, intraday performance tracking, and weekly operational performance reviews (WBR).
• Institute monthly Root Cause & Action Plan (RCAP) processes to eliminate operational bottlenecks and customer friction points.
• Conduct bi-weekly cross-site calibration sessions with internal Quality and Training teams.

Vendor Relationship & Operational Governance:

• Serve as the primary operational point of contact for vendor leadership, establishing clear accountability routines.
• Operationalize Twilio’s core values ("Wear the Customer’s Shoes") across partner sites through daily routines, coaching, and onboarding excellence.
• Audit site culture, agent sentiment, and leadership-to-agent ratios to keep site attrition below target thresholds.
• Partner closely with the WFM Manager to ensure headcount alignment, ramp execution, and interval coverage match operational needs.

Talent Pool & Pipeline Optimization:

• Evaluate and recommend optimal geographical talent pools and partner site profiles for operational scaling or re-allocation.
• Collaborate with vendor recruitment teams to refine candidate profiles, ensuring alignment with API-driven support and complex technical workloads.
• Partner with vendor sites to ensure comprehensive and consistent new-hire and multi-skill onboarding, including training readiness, execution and successful completion.

Qualifications:

• 5+ years in Vendor Site/Contact Center Operations: Direct experience managing vendor relationships and multi-channel support operations (min. 100+ FTE footprint).
• Operational Governance Focus: Strong background in delivering results, site audit routines, performance scorecards, calibration routines, continuous improvement frameworks and structured governance routines (QBRs/MBRs/scorecards).
• WFM & Cross-Functional Alignment: Fluency in workforce management concepts (occupancy, shrinkage, schedule adherence) to effectively collaborate with the internal WFM team.
• Domain & System Experience: Background in developer-first or SaaS platforms, API-driven support workloads, and experience with systems like Zendesk, Twilio Flex, Looker, or Tableau.
• Cross-Functional Process and Workflow Design: Demonstrated ability to build operational excellence, SOPs, drive and influence standardization without direct authority, and communicate complex operational data to executive leadership.