Who you are

• Not all applicants will have skills that match a job description exactly. Twilio values diverse experiences in other industries, and we encourage everyone who meets the required qualifications to apply. While having “desired” qualifications make for a strong candidate, we encourage applicants with alternative experiences to also apply. If your career is just starting or hasn't followed a traditional path, don't let that stop you from considering Twilio. We are always looking for people who will bring something new to the table!
• 7+ years in Talent Acquisition, TA Enablement or Operations in a global organization of 5K+ employees globally
• 7+ years of relevant experience in product management, operations management, or portfolio management
• Extensive experience in project management, with a proven ability to lead and deliver large-scale, cross-functional projects from initiation through completion
• Experience working with large-scale, sophisticated change and transformations including knowledge of change management best practices
• Previous experience in implementing TA Tools such as ATS or CRM tools (Workday and Greenhouse ATS required, Eightfold.ai or Visier is strongly preferred)
• High levels of resourcefulness, influence, organizational savviness, execution skills from strategy through implementation
• Demonstrated experience as a process designer, with the ability to create, document, and refine processes that enhance operational efficiency and effectiveness
• Strong data management skills, including data analysis, data governance, and data reporting
• Strong business acumen and systems thinking
• Strong stakeholder management and effective communication skills. The ability to quickly build trust, navigate ambiguity, and exercise good judgment
• Innovative, creative thinking, with strong influencing, and conflict-resolution skills
• Formal training or experience in technical project management or program management with a proven track record of successful execution
• Experience with different project management methodologies and tools (e.g., Agile, Scrum) to manage complex projects is beneficial
• Experience implementing skills based hiring

What the job involves

• Join the team as Twilio’s next Senior Program Manager - Talent Acquisition Optimization and Experience on Twilio’s People Services and Innovation team
• We are actively recruiting for this role to fill an existing vacancy
• This position is needed to strategically elevate Twilio’s hiring culture by designing seamless and efficient recruiting processes and experiences on a global scale
• We invite you to partner with Twilio's recruiting team during a transformative period, where operational excellence and innovation are our north star
• As a key leader in our recruiting evolution, you will integrate cutting-edge tools, data, and processes to fortify our high-performance organization
• Reporting directly to the Director of Talent Acquisition Operations, this role offers you the unique opportunity to innovate and enhance our approach to securing top talent worldwide
• You will play a crucial role in ensuring we have the right roles, with the right skills, in the right place through excellence and creative ingenuity
• Lead the delivery of global, cross-functional strategic initiatives that elevate Twilio’s talent strategy and hiring operations
• Oversee the lifecycle of recruiting operations programs from initiation and planning through delivery and closure to ensure alignment with organizational priorities
• Partner with internal Centers of Excellence (COEs) and cross-functional leaders to define program scope, objectives, and deliverables, and ensure cohesion across interconnected initiatives
• Develop metrics and reporting for program success, regularly presenting outcomes and improvement opportunities to executive leadership
• Manage multiple, complex recruiting and operations projects simultaneously, utilizing best-in-class project management methodologies (Agile, Scrum, Waterfall, etc.)
• Create detailed project plans including scope, milestones, resourcing, timelines, and budgets; drive accountability and progress across all phases
• Track project status, dependencies, and deliver regular executive updates, proactively identifying risks and implementing mitigation strategies to ensure timely, within-scope delivery
• Facilitate retrospectives, workshops, and meetings to ensure project objectives are met and continuous improvement is achieved
• Build and maintain a unified, transparent program and project roadmap for TA Operations that provides visibility into current and planned recruiting initiatives across the global organization
• Continuously track and update key milestones, dependencies, and deadlines, ensuring resources are optimally allocated and overlaps or constraints are flagged and resolved early
• Communicate roadmap updates and impacts to all stakeholders, ensuring alignment and clarity at all organizational levels
• Serve as the connective tissue between Talent Acquisition, People Services & Innovation, business units, COEs, technology partners, and leadership teams
• Build and maintain strong, trust-based relationships with stakeholders by understanding their needs, communicating program goals, and driving consensus for key decisions
• Effectively manage stakeholder expectations and facilitate alignment during ambiguity and engagement throughout program and project lifecycles
• Deliver regular, transparent communication to stakeholders at all levels, including executive briefings, progress reports, and business cases for transformation initiatives
• Analyze, design, and refine end-to-end recruitment workflows and processes, driving efficiency, scalability, and alignment with evolving business needs
• Leverage data analysis, performance metrics, and leading-edge technology to continually enhance process effectiveness, candidate experience, and recruiter productivity
• Document and standardize recruiting processes; champion best practices in operational excellence and process innovation across the global talent organization
• Implement and manage new TA tools and systems—ensuring adoption, integration, and ongoing optimization
• Lead large-scale change and transformation initiatives, applying best-practice change management principles to drive adoption and minimize disruption
• Develop and execute comprehensive enablement plans, including training, communications, and feedback loops, to support successful roll-out of new processes, systems, and ways of working
• Proactively manage change fatigue and resistance, ensuring teams remain engaged and motivated throughout transformation projects
• Foster a culture of continuous improvement, encouraging feedback and celebrating milestones in the organization’s recruiting evolution

Benefits

• Generous annual time off in all countries
• Comprehensive health programs
• Programs to help our employees plan for their retirement needs
• Generous maternity, paternity, and adoption leaves, as well as family medical care leave
• Build and present a Twilio app to earn your Twilio track jacket and receive $30 per month for e-books for continued learning and education
• Variety of snacks, drinks, and catered meals in each of our locations
• Work from home opportunities