Sr. Manager, Carrier Operations & Governance

Job description

Who we are At 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. Our 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. . Hiring and how we work We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! Also, 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. . See yourself at Twilio Join Twilio as Sr. Manager of Carrier Operations & Governance — a brand-new function being built from the ground up to reshape how Twilio manages, governs, and optimizes its global telecom carrier and wholesale supplier ecosystem. About the job This isn't a role that inherits an existing playbook — it's a role that writes one. Twilio is building a new, highly visible organization dedicated to governing and optimizing its telecom carrier and wholesale supplier ecosystem, and this team reports into leadership that maintains regular cadences with Twilio's CEO, CFO, CRO, and Audit Committee. You will be one of the key builders of this team — setting enterprise policies, establishing governance frameworks, and driving executive-level operating rhythms from the ground up. This is a role for someone who thinks like an owner and operator: someone who wants to design how a multi-hundred-million-dollar supplier ecosystem should run, starting from first principles rather than “how it's always been done”. You'll get hands-on ownership of the core machinery — Know Your Supplier (KYS) policy, rate changes and margin management, and the operating cadences (QBRs, OKRs, risk reviews) that keep the whole ecosystem honest and optimized. Along the way, you'll help transform the culture of how Twilio's carrier and wholesale teams operate — driving proactive alignment across internal stakeholders, carrier partners, and leadership. You'll work in a fast-paced, high-energy environment alongside expert operators, and your work will be visible well beyond your immediate team — directly setting the narrative that Twilio's executive leadership and Audit Committee rely on to understand cost, compliance, and capacity exposure. If you want to build something real, own it end-to-end, and drive high-impact outcomes, this is that opportunity. Responsibilities Enterprise Governance & Policy Set enterprise policy and risk appetite for the Know Your Supplier (KYS) governance framework, ensuring it scales with Twilio's global supplier footprint. Set enterprise policy for telecom supplier rate changes and wholesale margin management, and adjudicate escalations. Author, maintain, and enforce operational Runbooks, supply policies, and Rules of Engagement (ROEs) across cross-functional teams. Infrastructure & Business Intelligence Perform in-depth analyses of R&O using statistical methods to uncover trends and opportunities. Build the analytical and systems infrastructure needed to monitor supplier compliance and risk at enterpri