Vendor Operations & Governance Specialist

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

📋 Description

• Manage and enhance global vendor partnerships.

• Act as the operational liaison and governance connection between Twilio and partner locations.

• Ensure that third-party contact centers surpass SLAs, maintain quality standards, and meet operational benchmarks.

• Implement operational rigor, conduct vendor performance evaluations, and review site operations.

• Oversee daily operational execution, SLA adherence, quality scores, and site performance across partner-managed queues.

• Motivate partner sites to achieve higher productivity, CSAT/CES, Quality Assurance, and AHT metrics.

• Lead daily vendor meetings, track intraday performance, and facilitate weekly operational performance discussions.

• Establish monthly Root Cause & Action Plan processes to remove bottlenecks and reduce customer friction.

• Organize bi-weekly cross-site calibration sessions with Quality and Training teams.

• Act as the main operational contact for vendor leadership and create accountability routines.

• Implement Twilio’s core values across partner sites through established routines, coaching, and onboarding processes.

• Assess site culture, agent sentiment, leadership-to-agent ratios, and site attrition rates.

• Collaborate with the WFM Manager on headcount management, ramp execution, and interval coverage.

• Analyze geographical talent pools and partner site profiles for scaling or reallocating resources.

• Work alongside vendor recruitment teams to refine candidate profiles for API-focused support and technical tasks.

• Ensure thorough onboarding for new hires and multi-skill training, including readiness and completion tracking.

• Convert vendor performance data into actionable strategic insights for senior leadership.

⛳️ Requirements

• 5+ years of experience in Vendor Site/Contact Center Operations.

• Direct experience in managing vendor relationships and multi-channel support operations with a minimum of 100+ FTE footprint.

• Strong experience in delivering results, conducting site audits, managing performance scorecards, calibration routines, continuous improvement frameworks, and structured governance practices such as QBRs, MBRs, and scorecards.

• Proficient understanding of workforce management concepts including occupancy, shrinkage, and schedule adherence.

• Background in developer-centric or SaaS platforms and API-supported workloads.

• Familiarity with Zendesk, Twilio Flex, Looker, or Tableau.

• Capability to establish operational excellence and create SOPs.

• Ability to drive and influence standardization without direct authority.

• Capacity to communicate complex operational data to executive leadership effectively.

• Ability to work remotely from the United States, excluding California, Connecticut, New Jersey, New York, Pennsylvania, and Washington.

• Willingness to travel occasionally for project or team in-person meetings.

🏝️ Benefits

• Competitive pay.

• Generous time off.

• Extensive parental and wellness leave.

• Healthcare insurance.

• Retirement savings program.

• 401(k) retirement account.

• Paid sick time.

• Paid personal time off.

• Paid parental leave.

• Potential eligibility for Twilio’s equity plan.

• Potential eligibility for Twilio’s corporate bonus plan.

• Support for employee volunteering and donation initiatives.