Program Manager, Carrier Operations – Governance

Twilio

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

Posted 10/5/2026full-timeRemote • United StatesMid-LevelSenior💰 $116,960 - $171,900 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 tasks, stakeholder communication, and change management within telecom and RevOps environments.

Highest-signal resume keywords

Cross-Functional Program LeadershipEnd-to-End Process ImprovementOperational Documentation DesignAnalytical Proficiency in SQLChange Management Certification

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Process MappingBusiness Case WritingOperational ReportingData AnalysisPerformance MonitoringMachine Learning ModelsRun-the-Business CadencesOKR TrackingQuantitative ResearchIT System Specifications

Soft Skills

Strong Written CommunicationStrong Verbal CommunicationStakeholder EngagementAdaptability in Fast-Paced Environments

Tools & Technologies

ExcelGoogle SheetsSQLLookerAirtableJiraConfluencePythonCoefficientAI Tooling

Certifications & Qualifications

Six Sigma CertificationProgram Management CertificationProcess Management CertificationProsci Change Management Certification

Industry Keywords

TelecomRevOpsGovernanceCarrier OperationsA2P SMSInternational Voice/MessagingCarrier BillingAIT/IRSF Fraud FrameworksSupplier QBR ManagementRevenue Assurance

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
Present operational narratives, risks, and performance metrics to cross-functional leadership, C-suite stakeholders, and the Audit Committee
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 internal 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 for IRSG, Legal, Finance, and GTM stakeholders
Deliver accurate data pulls, ad hoc analyses, structured summaries, and reporting quality validation
Own the team’s day-to-day Run-the-Business cadence and ensure operational accountability
Facilitate operational forums, including 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 integrating policies, business processes, IT/systems tools, and operational controls
Direct experience standing up operating models, team cadences, and operational documentation, including runbooks, frameworks, and ROEs
Proven track record 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 specifications
Strong written and verbal communication skills with experience presenting to executive leadership
Strong analytical proficiency using Excel/Google Sheets, SQL, or Looker
Ability to thrive in a fast-paced environment
Six Sigma or formal Program / Process Management / Prosci Change Management certification is desired
Familiarity with Airtable, Jira, Confluence, Python, Coefficient, and AI tooling is desired
Background in management consulting, high-growth tech, or global telecom environments is desired
Operational experience within commercial Deal Desks, supplier QBR management, or revenue assurance is desired
Domain knowledge of A2P SMS, international voice/messaging, carrier billing, or AIT/IRSF fraud frameworks is desired

Benefits

Comp & perks

Competitive pay
Generous time off
Ample 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
Volunteering and donation support