Principal, Program Manager at Twilio

Who we are 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. Our dedication to remote-first work, and strong culture of connection and global inclusion means that no matter your location, you’re part of a vibrant team with diverse experiences making a global impact each day. As we continue to revolutionize how the world interacts, we’re acquiring new skills and experiences that make work feel truly rewarding. Your career at Twilio is in your hands. We use Artificial Intelligence (AI) to help make our hiring process efficient. That said, every hiring decision is made by real Twilions! . See yourself at Twilio Join the team as Twilio’s next Principal, Program Manager (Talent Acquisition and Employee Relations Enablement). About the job We are actively recruiting for this role to fill an existing vacancy. This position is needed to own the end-to-end design, build, launch, and evolution of enablement programs that drive global transformation across Twilio’s Talent Acquisition (TA) and Employee Relations (ER) functions. You are a thought leader who doesn’t just build solutions—you shape the long-term enablement strategy, ensuring our TA and ER teams have the clarity, capability, and connection needed to navigate Twilio's most complex challenges. This role sits within the People Team and reports to the Director, People Partnerships Strategic Delivery. Responsibilities In this role, you’ll: • Drive Strategic Direction: Lead the multi-year roadmap for TA and ER enablement. You don’t just execute programs; you define how enablement serves as a lever to achieve organizational goals. • Orchestrate Complex Programs: Manage an agile portfolio of high-impact initiatives and projects (e.g., advanced interviewer training, ER investigation frameworks, Recruiter upskilling), where you design, scale, and execute in alignment with multiple leadership levels and stakeholder functions. • Lead Our Content Architecture: Oversee the creation of "best-in-class" enablement resources. You are responsible for the overall standards and strategy across all People Partnerships knowledge management materials, setting the foundation for continued AI innovation and operational excellence. • Deliver Training: Coordinate and facilitate high-impact training sessions to support new tool roll outs, process changes, and upskilling initiatives. • Lead Change: Incorporate impactful change management strategies to support new ways of working. You are the "voice of the user," ensuring that global shifts in process, policy, and practices are adopted seamlessly by TA, ER, and partner stakeholders. • Manage Stakeholders: Build, strengthen, and manage cross-functional partnerships with critical stakeholders in TA leadership, ER leadership, Operations, and Technology teams to identify priorities, manage tradeoffs, and drive overall alignment. • Facilitate Continuous Improvement: Continuously monitor, measure, and evaluate the impact of TA and ER enablement programs using both qualitative feedback and quantitative performance data; adjust content and delivery based on insights. • Advise Executives: Act as a trusted partner to TA and ER senior leadership. You provide the data-driven narrative that connects enablement activities to business performance (e.g., Quality of Hire, Risk Mitigation, and Operational Speed). • Mentor: Mentor and support other enablement team members while helping evolve program management maturity within the People Partnerships team. Qualifications Twilio values diverse experiences from all kinds of industries, and we encourage everyone who meets the required qualifications to 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! *Required: • 8+ years of experience in program delivery, enablement, or other talent-focused initiatives at a global company. • 3+ years of functional experience in talent acquisition. • Experience designing and delivering transformational programs, specifically managing a broad portfolio of programs that drive measurable improvements in organizational productivity, collaboration, and business outcomes. • Advanced skills in project management, stakeholder management, change management, enablement, and training development. • Demonstrated ability to influence senior leaders without formal authority, often managing and navigating stakeholders through high-stakes or ambiguous territory. • Strong business acumen, with the external and internal insights to connect TA and ER initiatives to broader company strategy. • Domain depth evidenced by a strong understanding of the Talent Acquisition lifecycle and/or Employee Relations landscape, including the tools (ATS, Case Management) and compliance requirements of a global talent organization. • Experience crafting high-visibility, high-impact messaging that drives behavior change across large, diverse teams. • Bachelor’s Degree or equivalent experience in a related field. Desired: • Prior experience in the technology industry. • Experience building and scaling enablement programs in a remote environment. Location This role will be remote and based in Ontario, British Columbia or Alberta, Canada. Travel We prioritize connection and opportunities to build relationships with our customers and each other. For this role, you may be required to travel occasionally to participate in project or team in-person meetings. What We Offer Working at Twilio offers many benefits, including competitive pay, generous time off, ample parental and wellness leave, healthcare, a retirement savings program, and much more. Offerings vary by location. Based on role, employees may also be eligible for additional compensation and benefits, including but not limited to incentive programs, commissions, equity grants, health and wellness benefits, retirement contributions, and paid time off. The estimated pay ranges for this role are as follows: • $132,640.00 CAD - $165,800.00 CAD • Target Bonus Percentage - 17.5% The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location Twilio thinks big. Do you? We like to solve problems, take initiative, pitch in when needed, and are always up for trying new things. That's why we seek out colleagues who embody our values — something we call Twilio Magic. Additionally, we empower employees to build positive change in their communities by supporting their volunteering and donation efforts. So, if you're ready to unleash your full potential, do your best work, and be the best version of yourself, apply now! If this role isn't what you're looking for, please consider other open positions. Twilio is proud to be an equal opportunity employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Qualified applicants with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.