{"id":2053913,"url":"https://alion.io/job/twilio-program-manager-carrier-operations-governance-2","title":"Program Manager, Carrier Operations & Governance","company":{"id":1829,"name":"Twilio","domain":"twilio.com","url":"https://alion.io/company/twilio","size_band":"1001-5000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Greenhouse","truth_index":{"grade":"A","score":89,"open_postings":28,"ghost_share":0,"stale_share":0.429,"repost_share":0.036,"time_to_fill_p50_days":50,"computed_at":"2026-10-14T06:34:16Z"}},"role":"Management","role_family":"Management","seniority":"senior","employment_type":null,"work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"posting_text","remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Canada"],"countries":["CA"],"hiring_countries":["CA"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":64000,"max_usd":108000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":25},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":true,"technologies":[{"name":"Airtable","optional":false},{"name":"Confluence","optional":false},{"name":"Google Sheets","optional":false},{"name":"Jira","optional":false},{"name":"Looker","optional":false},{"name":"Machine Learning","optional":false},{"name":"Python","optional":false},{"name":"SQL","optional":false},{"name":"Twilio","optional":false}],"status":"live","first_seen_at":"2026-10-07T22:13:54Z","employer_posted_date":"2026-10-09","last_verified_at":"2026-10-14T14:08:27Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"Who we are \nAt 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.\nOur 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.\n.\nHiring and how we work\nWe use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! \nAlso, 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. \n.\nSee yourself at Twilio\nJoin 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.\nAbout the job\nThis 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.\nIn 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.\nIf 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.\nResponsibilities\nIn this role, you will lead program execution across four core pillars:\nCross-Functional Governance & Leadership\nDrive 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\nMaintain Executive Visibility: Package and present operational narratives, risks, and performance metrics to cross-functional leadership, feeding into C-suite and Audit Committee reviews.\nImplement Core Infrastructure: Lead end-to-end process improvements across carrier operations - understanding, synthesizing, and deploying cohesive policies, workflows, systems/tools, and data-driven controls.\nOperating Model, Enablement & Team Infrastructure\nBuild Team Foundations: Design and stand up the new Carrier Operations & Governance operating model, operational cadences, and internal team structures.\n Author Runbooks & Standards: Author, maintain, and roll out standard operational runbooks, supply policies, and Rules of Engagement (ROEs) for internal stakeholders and carrier partners.\nDesign Enablement & Change Management: Design and create comprehensive enablement programs, training materials, and frameworks to accelerate organizational transformation - actively shifting teams from relationship- and assumption-driven decision-making to a rigorously governed, data-informed operating model.\nInsights & Reporting \nBusiness Intelligence: Leverage quantitative research, machine learning models, performance monitoring, and scalable data foundations that enable fast, economically sound insights.\nData & Reporting Quality: Execute analytical requests from IRSG, Legal, Finance, and GTM stakeholders, delivering accurate data pulls, ad-hoc analyses, and structured summaries. Perform data quality checks and validation to ensure accuracy and consistency across reporting pipelines. \nDesign Enablement & Change Management: Design and create comprehensive enablement programs, training materials, and frameworks to accelerate organizational transformation - actively shifting teams from relationship- and assumption-driven decision-making to a rigorously governed, data-informed operating model.\n Drive Team RTB Engine: Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level, ensuring operational momentum and accountability.\nFacilitate Operational Rhythms: Facilitate regular operational forums, including team OKR tracking, and deal approval workflows.\nRun-the-Business (RTB) Ownership\n Drive Team RTB Engine: Own and manage the day-to-day Run-the-Business (RTB) cadence at the team level, ensuring operational momentum and accountability.\nFacilitate Operational Rhythms: Facilitate regular operational forums, including team OKR tracking, and deal approval workflows.\nQualifications \nTwilio 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!\n*Required:\n5+ years of experience in management consulting or as a Program Manager or Chief of Staff in telecom, RevOps, or strategy and operations. \nProven track record leading highly visible, cross-functional programs across business, technical, legal, and financial stakeholders.\nDemonstrated expertise driving end-to-end process improvements by integrating policies, business processes, IT/systems tools, and operational controls.\nDirect experience standing up operating models, team cadences, and operational documentation (runbooks, frameworks, ROEs).\nProven track record in designing enablement content and driving organizational change. \nExperience driving Run-the-Business (RTB) cadences, OKR tracking, and operational reporting.\nStrong capability in process mapping, business case writing, and translating complex operational needs into IT system specs.\nSharp written and verbal communication skills with experience presenting to executive leadership.\nStrong analytical proficiency using data tools (Excel/Google Sheets, SQL, or Looker) to measure performance and policy compliance.\nTeam player who thrives in a fast-paced environment.\nDesired:\nBackground in management consulting, high-growth tech, or global telecom environments.\nSix Sigma or formal Program / Process Management / Prosci Change Management certification.\nOperational experience within commercial Deal Desks, supplier QBR management, or revenue assurance.\nDomain knowledge of A2P SMS, international voice/messaging, carrier billing, or AIT/IRSF fraud frameworks.\nFamiliarity with workflow and dashboarding tools (Airtable, Jira, Confluence) and operational automation (Python, Coefficient, AI tooling).\nLocation\nThis role will be remote and based in Ontario, British Columbia or Alberta, Canada.\nTravel \nWe prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings.\nWhat We Offer\nWorking 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. Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off.\nThe estimated pay ranges for this role are as follows:\n$90,800.00- $113,500.00\nTarget Bonus Percentage 12.5%\n\nThe successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.\nApplication deadline information \nApplications for this role are intended to be accepted until November 1, 2026 but may change based on business needs. \nTwilio thinks big. Do you?\nWe like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values - something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts.\nSo, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions.\n.\nStay alert to recruitment fraud\nWe care about your safety. Scammers sometimes impersonate Twilio recruiters through fake job postings, emails, websites, or messages. Please ensure you are engaging with an official @twilio.com email address. We will never ask for payment, gift cards, cryptocurrency, or banking information during the recruiting process. We do not make job offers without a formal interview process or conduct interviews exclusively through text-based messaging apps.\n.\nTwilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. 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