Program Manager, Carrier Operations – Governance

Twilio

. Lead highly visible, cross-functional governance programs from diagnosis through design, implementation, and change management .

Posted 10/7/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$90,800 - CA$113,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading cross-functional governance programs, driving end-to-end process improvements, and designing operational models and documentation. Proficient in analytical tools and methodologies to support performance measurement and organizational change.

Highest-signal resume keywords

Cross-Functional Program LeadershipEnd-to-End Process ImprovementOperational Model DesignAnalytical Proficiency with SQLSix Sigma Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process MappingBusiness Case WritingOperational DocumentationData Quality ChecksPerformance Monitoring

Soft Skills

Sharp Written CommunicationVerbal CommunicationTeam CollaborationChange Management

Tools & Technologies

ExcelGoogle SheetsSQLLookerAirtableJiraConfluencePython

Certifications & Qualifications

Six SigmaProgram Management CertificationProcess Management CertificationProsci Change Management Certification

Industry Keywords

TelecomRevOpsA2P SMSCarrier BillingAIT/IRSF Fraud Frameworks

Tech Stack

Tools & technologies

PythonSQL

About the role

Key responsibilities & impact

Lead highly visible, cross-functional governance programs from diagnosis through design, implementation, and change management
Package and present operational narratives, risks, and performance metrics to cross-functional leadership, C-suite, and Audit Committee reviews
Lead end-to-end process improvements across carrier operations
Design and stand up the Carrier Operations & Governance operating model, operational cadences, and internal team structures
Author, maintain, and roll out operational runbooks, supply policies, and Rules of Engagement for stakeholders and carrier partners
Design enablement programs, training materials, and change-management frameworks
Leverage quantitative research, machine learning models, performance monitoring, and scalable data foundations
Execute analytical requests, data pulls, ad-hoc analyses, and structured summaries for IRSG, Legal, Finance, and GTM stakeholders
Perform data-quality checks and validation across reporting pipelines
Own the team’s day-to-day Run-the-Business cadence and operational accountability
Facilitate operational forums, team OKR tracking, and deal approval workflows

Requirements

What you’ll need

5+ years of experience in management consulting or as a Program Manager or Chief of Staff in telecom, RevOps, or strategy and operations
Proven track record leading highly visible, cross-functional programs across business, technical, legal, and financial stakeholders
Demonstrated expertise driving end-to-end process improvements by integrating policies, business processes, IT/systems tools, and operational controls
Direct experience standing up operating models, team cadences, and operational documentation (runbooks, frameworks, ROEs)
Proven track record in designing enablement content and driving organizational change
Experience driving Run-the-Business (RTB) cadences, OKR tracking, and operational reporting
Strong capability in process mapping, business case writing, and translating complex operational needs into IT system specs
Sharp written and verbal communication skills with experience presenting to executive leadership
Strong analytical proficiency using data tools (Excel/Google Sheets, SQL, or Looker) to measure performance and policy compliance
Team player who thrives in a fast-paced environment
Background in management consulting, high-growth tech, or global telecom environments
Six Sigma or formal Program / Process Management / Prosci Change Management certification
Operational experience within commercial Deal Desks, supplier QBR management, or revenue assurance
Domain knowledge of A2P SMS, international voice/messaging, carrier billing, or AIT/IRSF fraud frameworks
Familiarity with workflow and dashboarding tools (Airtable, Jira, Confluence) and operational automation (Python, Coefficient, AI tooling)

Benefits

Comp & perks

Competitive pay
Generous time off
Parental leave
Wellness leave
Healthcare
Retirement savings program
Incentive programs
Commissions
Equity grants
Health and wellness benefits
Retirement contributions
Paid time off
Volunteering and donation support