Program Manager, Carrier Operations & Governance

Who we are   At Twilio, we’re shaping the future of communications, all from the comfort of our homes. We deliver innovative solutions to hundreds of thousands of businesses and empower millions of developers worldwide to craft personalized customer experiences.
Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands.
Hiring and how we work   We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions!
Also, while we are a remote-first company, you may be asked to report in person on an ad-hoc basis for team gatherings, functional off-sites or customer meetings.
See yourself at Twilio
Join Twilio as a Program Manager, Carrier Operations & Governance — a tech-forward business analyst and program manager within 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.
About the job
This isn't a role that inherits an existing playbook — it's a role that writes one. Twilio is building a highly visible, cross-functional operations & governance team dedicated to optimizing its telecom carrier and wholesale supplier ecosystem. Reporting into leadership that maintains regular cadences with Twilio's CEO, CFO, CRO, and Audit Committee, 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.
In this role, you will bring together, understand, and implement the policies, processes, systems, tools, and controls necessary to build a world-class operating environment. You will own the creation and stand-up of the team operating model, cadences, and runbooks while taking direct ownership of the team's internal Run-the-Business (RTB) engine.
If you thrive in high-visibility environments, love designing systems from first principles, and want to own program execution end-to-end, this opportunity is built for you.
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 - 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.
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) for internal stakeholders and carrier partners.
Design Enablement & Change Management:  Design and create comprehensive enablement programs, training materials, and frameworks to accelerate organizational…