Program Manager, Carrier Operations – Governance

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee high-profile, cross-functional governance initiatives from assessment through design, execution, and change management.

• Communicate operational narratives, risks, and performance metrics to cross-functional leadership, C-suite executives, and the Audit Committee.

• Drive comprehensive process enhancements across carrier operations.

• Develop and establish the operating model for Carrier Operations & Governance, including operational cadences and internal team structures.

• Create, manage, and disseminate operational runbooks, supply policies, and Rules of Engagement for internal stakeholders and carrier partners.

• Design enablement programs, training resources, and frameworks for change management.

• Utilize quantitative research, machine learning models, performance monitoring, and scalable data infrastructure.

• Fulfill analytical requests for IRSG, Legal, Finance, and GTM stakeholders.

• Provide accurate data extraction, ad hoc analyses, structured summaries, and validation of reporting quality.

• Manage the team’s daily Run-the-Business cadence and ensure operational accountability.

• Lead operational forums, including OKR tracking and deal approval workflows.

⛳️ Requirements

• Over 5 years of experience in management consulting or as a Program Manager or Chief of Staff in telecom, RevOps, or strategy and operations.

• Established history of leading prominent, cross-functional programs involving business, technical, legal, and financial stakeholders.

• Proven ability to drive end-to-end process improvements by integrating policies, business processes, IT/systems tools, and operational controls.

• Direct experience in developing operating models, team cadences, and operational documentation, including runbooks, frameworks, and ROEs.

• Proven success in designing enablement content and facilitating organizational change.

• Experience managing Run-the-Business (RTB) cadences, OKR tracking, and operational reporting.

• Strong skills in process mapping, business case development, and translating complex operational requirements into IT system specifications.

• Excellent written and verbal communication abilities with experience presenting to executive leadership.

• High analytical proficiency using Excel/Google Sheets, SQL, or Looker.

• Capacity to excel in a fast-paced environment.

• Six Sigma or formal Program/Process Management/Prosci Change Management certification is preferred.

• Familiarity with Airtable, Jira, Confluence, Python, Coefficient, and AI tools is preferred.

• Experience in management consulting, high-growth tech, or global telecom settings is preferred.

• Operational experience in commercial Deal Desks, supplier QBR management, or revenue assurance is preferred.

• Knowledge of A2P SMS, international voice/messaging, carrier billing, or AIT/IRSF fraud frameworks is preferred.

🏝️ Benefits

• Competitive salary.

• Generous time-off policies.

• Extensive parental and wellness leave.

• Healthcare coverage.

• Retirement savings plan.

• 401(k) retirement account.

• Paid sick leave.

• Paid personal time off.

• Paid parental leave.

• Potential eligibility for Twilio’s equity plan.

• Potential eligibility for Twilio’s corporate bonus program.

• Support for volunteering and donations.