Program Manager, Carrier Operations & Governance
New
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TwilioTelecom operations
Location: Remote - US. This role will be remote, but is not eligible to be hired in CA, CT, NJ, NY, PA, WA.Full-TimeManager
SalaryBased in Colorado, Hawaii, Illinois, Maryland, Massachusetts, Minnesota, Vermont or Washington D.C. : $116,960.00 - $146,200.00; Based in New York, New Jersey, Washington State, or California (outside of the San Francisco Bay area): $123,760.00-$154,700.00; Based in the San Francisco Bay area, California: $137,520.00-$171,900.00.
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Job Details
- Experience
- 5+ years of experience in management consulting or as a Program Manager or Chief of Staff in telecom, RevOps, or strategy and operations.
- Required Skills
- SQLMicrosoft ExcelChange ManagementLookerProcess improvement
Requirements
- Have 5+ years of experience in management consulting or as a Program Manager or Chief of Staff in telecom, RevOps, or strategy and operations.
- Demonstrate success leading highly visible cross-functional programs involving business, technical, legal, and financial stakeholders.
- Have experience integrating policies, business processes, IT or systems tools, and operational controls to improve processes end to end.
- Have direct experience establishing operating models, team cadences, and operational documentation such as runbooks, frameworks, and Rules of Engagement.
- Have experience designing enablement content and driving organizational change.
- Have experience with Run-the-Business cadences, OKR tracking, and operational reporting.
- Be capable of process mapping, business case writing, and translating operational needs into IT system specifications.
- Have experience presenting to executive leadership and strong written and verbal communication skills.
- Use Excel or Google Sheets, SQL, or Looker for data analysis and measuring performance and policy compliance.
- Desired: Six Sigma or formal Program Management, Process Management, or Prosci Change Management certification.
- Desired: Familiarity with Airtable, Jira, Confluence, Python, Coefficient, or AI tooling.
Responsibilities
- Lead cross-functional governance programs from diagnosis and design through implementation and change management.
- Present operational narratives, risks, and performance metrics to cross-functional leadership for C-suite and Audit Committee reviews.
- Improve carrier operations by deploying policies, workflows, systems, tools, and data-driven controls.
- Design and establish the Carrier Operations & Governance operating model, operational cadences, and team structures.
- Author, maintain, and roll out operational runbooks, supply policies, and Rules of Engagement for internal stakeholders and carrier partners.
- Create enablement programs, training materials, and frameworks to support organizational change.
- Use quantitative research, machine learning models, performance monitoring, and data foundations to produce insights.
- Deliver data pulls, ad-hoc analyses, and structured summaries for IRSG, Legal, Finance, and GTM stakeholders; validate reporting data quality.
- Own the team's day-to-day Run-the-Business cadence and facilitate OKR tracking and deal approval workflows.
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