Vendor Operations & Governance Specialist (SaaS)

Location: Remote in the United States; not eligible for hiring in California, Connecticut, New Jersey, New York, Pennsylvania, or Washington. Occasional travel may be required for project or team meetings.

Salary: $116,960–$146,200 per year for eligible listed locations.

Company

Twilio provides communications solutions that help businesses and developers create personalized customer experiences.

What you will do

• Manage daily vendor operations, SLA compliance, quality scores, productivity, CSAT/CES, QA, and AHT across partner-managed support queues.
• Lead vendor huddles, intraday performance tracking, weekly business reviews, root-cause analysis, and action planning.
• Establish governance routines, performance scorecards, calibration sessions, site audits, and vendor accountability processes.
• Partner with Workforce Management on headcount planning, ramp execution, interval coverage, and operational alignment.
• Evaluate geographical talent pools and partner site profiles for scaling or reallocating operations.
• Improve recruitment, technical-support candidate profiles, onboarding, multi-skill training, SOPs, and workflow standardization.

Requirements

• 5+ years of vendor site or contact center operations experience, including vendor relationships and multi-channel support operations for a 100+ FTE footprint.
• Experience with operational governance, site audits, scorecards, calibration, continuous improvement, and QBR/MBR routines.
• Fluency in workforce management concepts including occupancy, shrinkage, and schedule adherence.
• Experience with developer-first or SaaS platforms, API-driven support workloads, and systems such as Zendesk, Twilio Flex, Looker, or Tableau.
• Ability to design cross-functional processes and workflows, standardize operations without direct authority, and communicate complex data to executive leadership.

Culture & Benefits

• Remote-first work with occasional in-person team, project, or customer meetings.
• Healthcare insurance and a retirement savings program with 401(k).
• Paid sick time, personal time off, parental leave, wellness leave, and other benefits that vary by location.
• Inclusive global culture with opportunities to support community volunteering and donations.

Hiring process

• Twilio uses AI to help make the hiring process more efficient, while hiring decisions are made by employees.
• Formal interviews are part of the process; recruitment is not conducted exclusively through text-based messaging apps.