Senior Manager, Carrier Operations – Governance

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

📋 Description

• Establish enterprise policies and risk appetite for the Know Your Supplier (KYS) governance framework.

• Define enterprise policy concerning telecom supplier rate modifications and wholesale margin management, and address escalations.

• Draft, update, and enforce operational runbooks, supply policies, and Rules of Engagement among cross-functional teams.

• Conduct comprehensive analyses of Risks & Opportunities utilizing statistical techniques.

• Develop analytical and systems infrastructure to oversee supplier compliance and risk on an enterprise scale.

• Create risk forecasting models and real-time monitoring systems using external variables and public datasets.

• Generate and sustain KPI reporting dashboards and visualizations utilizing Tableau, Power BI, or Looker.

• Advocate for governance and culture-change training initiatives across stakeholders, carrier partners, and leadership.

• Manage the Risks & Opportunities narrative for executive leadership and the Audit Committee.

• Oversee enterprise-level Run-the-Business cadence, supplier QBRs, and operational risk evaluations.

• Establish a new organization focused on governing and optimizing Twilio’s global telecom carrier and wholesale supplier ecosystem.

⛳️ Requirements

• Over 8 years of professional experience in telco supply chain operations, supplier governance, strategy & governance, vendor management, revenue assurance, process improvement, or Revenue Operations (RevOps).

• Proven experience in developing and maintaining automated data pipelines, backend data models, and navigating complex datasets.

• Proficiency in using SQL and BI visualization tools to facilitate data-driven decision-making.

• Established track record in formulating enterprise-level policy, governance frameworks, or risk appetite in uncertain environments.

• Demonstrated capability to create executive-level narratives and risk reports for C-suite and Audit Committee audiences.

• Experience in sponsoring, defining, or constructing analytical and systems infrastructure for enterprise-scale compliance or monitoring.

• Proven ability to lead culture change, stakeholder alignment, and training initiatives across internal teams and external partners.

• Exceptional written and verbal communication skills with a history of presenting to cross-functional leadership and executive decision-makers.

• Strong analytical skills using Excel / Google Sheets, SQL, or Looker to model cost trends and analyze complex datasets.

• Preferred: background in telecom, technology, management consulting, or other high-impact sectors.

• Preferred: experience managing or establishing policy for wholesale rate changes, margin validation, or Supplier Deal Desks.

• Preferred: proven experience facilitating enterprise Run-the-Business (RTB) cadences, including supplier Quarterly Business Reviews (QBRs) and monitoring team OKRs.

• Preferred: knowledge of the A2P SMS ecosystem, international voice/messaging routing, carrier contracts, carrier billing practices, or fraud frameworks (AIT/IRSF).

• Preferred: understanding of global regulatory and industry standards from organizations such as GSMA, MEF, i3forum, or ITW Global Leaders' Forum.

• Preferred: experience with workflow management tools like Airtable, Jira, or Confluence and building operational dashboards.

🏝️ Benefits

• Competitive compensation.

• Generous leave policies.

• Extensive parental and wellness leave.

• Healthcare benefits.

• Retirement savings program.

• Eligibility for equity plans.

• Eligibility for corporate bonus plans.

• 401(k) retirement account.

• Paid sick leave.

• Paid personal time off.

• Paid parental leave.

• Approximately 10% travel required for in-person connections.

• Support for volunteering and donations.