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Vendor Operations & Governance Specialist
Twilio
Remote · United StatesSalary not disclosedfull-timeTwilio Careers
We are seeking a results-driven Vendor Operations & Governance Specialist to oversee and optimize our global vendor partnerships. In this role, you will serve as the direct operational bridge and governance link between Twilio and our partner sites ensuring third-party contact centers consistently exceed Service Level Agreements (SLAs), quality standards, and operational benchmarks.
Responsibilities
- In this role, you’ll
- Day-to-Day Vendor Operations & Performance
- Own daily operational execution, Service Level Agreement (SLA) compliance, quality scores, and site performance across partner-managed queues.
- Drive partner sites to exceed core operational metrics, including, productivity, Customer Satisfaction KPIs: CSAT/CES, Quality Assurance, and Average Handle Time (AHT).
- Lead daily vendor huddles, intraday performance tracking, and weekly operational performance reviews (WBR).
- Institute monthly Root Cause & Action
- Plan (RCAP) processes to eliminate operational bottlenecks and customer friction points.
- Conduct bi-weekly cross-site calibration sessions with internal Quality and Training teams.
- Vendor Relationship & Operational Governance
- Serve as the primary operational point of contact for vendor leadership, establishing clear accountability routines.
Languages
- Work format
- Remote
- Seniority
- Mid
- Posted
- 9 Sept 2026
- Last verified
- In the last 5 days
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