Program Manager, Carrier Operations & Governance (Telecom)

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 in-person project or team meetings.

Estimated annual pay ranges from $116,960 to $171,900 depending on location. Equity and a corporate bonus plan may also apply.

Company

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

What you will do

• Lead highly visible, cross-functional governance programs across carrier operations and wholesale supplier management.
• Build the Carrier Operations & Governance operating model, team cadences, internal structures, and runbooks.
• Develop policies, workflows, systems, tools, controls, enablement materials, and change-management frameworks.
• Present operational narratives, risks, metrics, and recommendations to cross-functional executives and governance bodies.
• Deliver analytical requests, data pulls, reporting, quality checks, and performance insights for business stakeholders.
• Own the team’s Run-the-Business cadence, including OKR tracking, operational forums, and deal approval workflows.

Requirements

• 5+ years of experience in management consulting or as a Program Manager or Chief of Staff in telecom, RevOps, or strategy and operations.
• Experience leading cross-functional programs involving business, technical, legal, and financial stakeholders.
• Experience building operating models, team cadences, runbooks, frameworks, Rules of Engagement, and operational controls.
• Strong process mapping, business case writing, systems specification, executive communication, and organizational change-management skills.
• Strong analytical skills with Excel or Google Sheets, SQL, or Looker, including performance measurement and policy-compliance reporting.
• Must be eligible for remote employment in the United States outside the excluded states.

Nice to have

• Experience in management consulting, high-growth technology, or global telecom.
• Six Sigma, Program Management, Process Management, or Prosci Change Management certification.
• Experience with commercial Deal Desks, supplier QBRs, revenue assurance, A2P SMS, international voice or messaging, carrier billing, or fraud frameworks.
• Familiarity with Airtable, Jira, Confluence, Python, Coefficient, or AI tooling.

Culture & Benefits

• Remote-first work with occasional in-person gatherings, off-sites, customer meetings, or project meetings.
• Healthcare insurance, retirement savings with 401(k), paid sick time, personal time off, parental leave, and wellness leave.
• Support for volunteering and community-focused initiatives.
• Benefits and compensation vary by work location.

Hiring process

• Applications are intended to be accepted until November 1, 2026, subject to business needs.
• Hiring decisions are made by Twilio employees, with artificial intelligence used to support hiring-process efficiency.