Twilio
Vendor Operations & Governance Specialist
$117K–$146K
Remote - US · Remote · Full-time · Posted Sep 9, 2026
- Experience
- 5+ years in Vendor Site/Contact Center Operations.
About the job
Oversee global third-party contact center operations and governance, improving vendor performance, customer support quality, and operational accountability.
What you'll do
- Manage daily vendor operations, SLA compliance, performance reviews, audits, and improvement plans across partner sites.
- Coordinate with Workforce Management, Quality, Training, and vendor teams on staffing, calibration, onboarding, and performance.
- Assess vendor talent pools and site profiles to support operational scaling or reallocation.
What they ask for
- 5+ years in vendor site/contact center operations, including vendor relationships and multi-channel support for a 100+ FTE operation.
- Experience with operational governance, site audits, scorecards, calibration, continuous improvement, and structured governance routines.
- Fluency in workforce management concepts, including occupancy, shrinkage, and schedule adherence.
- Experience with developer-first or SaaS platforms and API-driven support workloads; ability to design workflows, build SOPs, and communicate operational data to executives.
Pay
$116,960.00 - $146,200.00 (base salary)
Tools
Zendesk, Twilio Flex, Looker, Tableau
AI focus
Twilio uses AI to help make its hiring process efficient; no AI work is described for this role.
Model-written summary · the original posting is authoritative