Sr. Manager, Carrier Operations & Governance

Skills this role screens for

The company

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.

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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.

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See yourself at Twilio

Join Twilio as Sr. Manager of Carrier Operations & Governance — a brand-new function being 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 new, highly visible organization dedicated to governing and optimizing its telecom carrier and wholesale supplier ecosystem, and this team reports into leadership that maintains regular cadences with Twilio's CEO, CFO, CRO, and Audit Committee. You will be one of the key builders of this team — setting enterprise policies, establishing governance frameworks, and driving executive-level operating rhythms from the ground up.

This is a role for someone who thinks like an owner and operator: someone who wants to design how a multi-hundred-million-dollar supplier ecosystem should run, starting from first principles rather than “how it's always been done”. You'll get hands-on ownership of the core machinery — Know Your Supplier (KYS) policy, rate changes and margin management, and the operating cadences (QBRs, OKRs, risk reviews) that keep the whole ecosystem honest and optimized. Along the way, you'll help transform the culture of how Twilio's carrier and wholesale teams operate — driving proactive alignment across internal stakeholders, carrier partners, and leadership.

You'll work in a fast-paced, high-energy environment alongside expert operators, and your work will be visible well beyond your immediate team — directly setting the narrative that Twilio's executive leadership and Audit Committee rely on to understand cost, compliance, and capacity exposure. If you want to build something real, own it end-to-end, and drive high-impact outcomes, this is that opportunity.

The work

Responsibilities

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Enterprise Governance & Policy

• Set enterprise policy and risk appetite for the Know Your Supplier (KYS) governance framework, ensuring it scales with Twilio's global supplier footprint.
• Set enterprise policy for telecom supplier rate changes and wholesale margin management, and adjudicate escalations.
• Author, maintain, and enforce operational Runbooks, supply policies, and Rules of Engagement (ROEs) across cross-functional teams.

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Infrastructure & Business Intelligence

Executive Alignment & Risk Management

• Perform in-depth analyses of R&O using statistical methods to uncover trends and opportunities.
• Build the analytical and systems infrastructure needed to monitor supplier compliance and risk at enterprise scale. Develop risk forecasting models and real-time monitoring mechanisms, incorporating external factors like economic indicators and publicly available disclosures and datasets.
• Create and maintain reporting dashboards and visualizations (e.g., using Tableau, Power BI, or Looker) to track key performance indicators (KPIs) for KYS and broader IRSG initiatives.
• Champion governance and culture-change training programs across internal stakeholders, carrier partners, and leadership.

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• Own the Risks & Opportunities (R&O) narrative Twilio's executive leadership and Audit Committee rely on to understand cost, compliance, and capacity exposure across the supplier ecosystem.
• Own the RTB cadence at the enterprise level — supplier QBRs and operational risk reviews — ensuring they inform and withstand executive and Audit Committee scrutiny.

Who they want

Qualifications

Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!

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*Required

• 8+ years of professional experience in telco supply chain operations, supplier governance, strategy & governance, vendor management, revenue assurance, process improvement, or Revenue Operations (RevOps).
• Experience building and maintaining automated data pipelines, backend data models, and navigating ambiguous datasets.
• Experience using SQL and BI visualization platforms to drive data-driven decision-making.
• Proven experience setting enterprise-level policy, governance frameworks, or risk appetite in ambiguous environments.
• Demonstrated ability to craft executive-level narratives and risk reporting for C-suite and Audit Committee audiences.
• Experience sponsoring, defining, or building analytical and systems infrastructure for enterprise-scale compliance or monitoring.
• Experience leading culture change, stakeholder alignment, and training programs across internal teams and external partners.
• Sharp written and verbal communication skills with a track record of presenting to cross-functional leadership and executive decision-makers.
• Strong analytical capability using Excel / Google Sheets, SQL, or Looker to model cost trends and analyze complex data sets.

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Desired

• Background in telecom, technology, management consulting, or other high-impact environments.
• Experience managing or setting policy for wholesale rate changes, margin validation, or Supplier Deal Desks.
• Proven track record facilitating enterprise Run-the-Business (RTB) cadences, including supplier Quarterly Business Reviews (QBRs) and tracking team OKRs.
• Knowledge of the A2P SMS ecosystem, international voice/messaging routing, carrier contracts, carrier billing practices, or fraud frameworks (AIT/IRSF).
• Understanding of global regulatory and industry standards from organizations such as GSMA, MEF, i3forum, ITW Global Leaders' Forum, or others.
• Experience with workflow management platforms (e.g., Airtable, Jira, Confluence) and building operational dashboards.

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Location

This role will be remote and based in the US.

Travel

We prioritize connection and opportunities to build relationships with our customers and each other. For this role, approximately 10% travel is anticipated to help you connect in-person in a meaningful way.

What you get

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. Offerings vary by location.

What you get

Compensation

*Please note this role is open to candidates outside of California, Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, New Jersey, New York, Vermont, Washington D.C., and Washington State. The information below is provided for candidates hired in those locations only.

The estimated pay ranges for this role are as follows:

• Based in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $155,520.00 - $194,400.00.…