# Vendor Operations & Governance Specialist

**Company:** [Twilio](https://hotfix.jobs/companies/twilio)
**Location:** Remote
**Role:** Business Operations
**Salary:** $117k – $146k/yr
**Experience:** 5+ years
**Skills:** Vendor Management, Contact Center Operations, Service Level Agreements, Workforce Management, Zendesk, Twilio Flex, Looker, Tableau, Quality Assurance, Root Cause Analysis, Performance Scorecards, Standard Operating Procedures, Api Support
**Posted:** 2026-09-09

> Manages vendor-operated contact center performance, governance, workforce alignment, and onboarding for API-driven support operations. Requires 5+ years of vendor or contact center operations experience and fluency in workforce management, performance governance, and SaaS support environments.

## Job Description

## Responsibilities
- Own daily vendor operations, SLA compliance, quality scores, and site performance across partner-managed queues.
- Drive productivity, CSAT/CES, quality assurance, and average handle time performance.
- Lead vendor huddles, intraday performance tracking, and weekly business reviews.
- Establish monthly root-cause and action-plan processes to eliminate operational bottlenecks and customer friction.
- Conduct cross-site calibration sessions with Quality and Training teams.
- Serve as the primary operational contact for vendor leadership and establish accountability routines.
- Operationalize customer-focused values through daily routines, coaching, and onboarding.
- Audit site culture, agent sentiment, leadership-to-agent ratios, and attrition performance.
- Partner with Workforce Management to align headcount, ramp execution, and interval coverage with operational needs.
- Evaluate geographical talent pools and partner-site profiles for operational scaling or reallocation.
- Collaborate with vendor recruiting teams to refine candidate profiles for API-driven support and complex technical workloads.
- Ensure consistent new-hire and multi-skill onboarding, including training readiness and completion.

## Requirements
- 5+ years of vendor site or contact center operations experience.
- Experience managing vendor relationships and multichannel support operations across a footprint of at least 100 FTE.
- Strong background in site audits, performance scorecards, calibration, continuous improvement, and structured governance routines such as QBRs and MBRs.
- Fluency in workforce management concepts including occupancy, shrinkage, and schedule adherence.
- Experience with developer-first or SaaS platforms, API-driven support workloads, and operational systems such as Zendesk, Twilio Flex, Looker, or Tableau.
- Ability to design cross-functional processes, workflows, SOPs, and standardization initiatives without direct authority.
- Ability to communicate complex operational data to executive leadership.

## Compensation
- Estimated annual pay range of $116,960.00–$146,200.00 for eligible listed locations.
- May be eligible for equity and a corporate bonus plan.
- Benefits may include healthcare insurance, 401(k), paid sick and personal time off, and paid parental leave.
- Occasional travel may be required for project or team meetings.

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