The opportunity
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.
What you'll do
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.
Serve as the primary operational point of contact for vendor leadership,: establishing clear accountability routines.
What they're looking for
- Operationalize Twilio’s core values ("Wear the Customer’s Shoes") across: partner sites through daily routines, coaching, and onboarding excellence.
- Audit site culture, agent sentiment, and leadership-to-agent ratios to keep: site attrition below target thresholds.
- Partner closely with the WFM Manager to ensure headcount alignment, ramp: execution, and interval coverage match operational needs.
- Evaluate and recommend optimal geographical talent pools and partner site: profiles for operational scaling or re-allocation.
