Sr. Program Manager, TA Operations

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) technologies to maintain an efficient, fair and transparent hiring process. Our hiring process is never completely automated, and uses AI in conjunction with our recruiting professionals.

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See yourself at Twilio

Join the team as Twilio’s next Sr. Program Manager – Talent Acquisition Optimization and Experience on Twilio’s People Services and Innovation team. 

About the job

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.

Responsibilities

In this role, you’ll:

Program Management

• 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.

Project Management

• 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.

Maintain a Central Roadmap

• 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.

Stakeholder Management

• 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.

Business Optimization and Process Design

• 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.

Change Management and Enablement

• 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.

Qualifications 

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!

Required:

• 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 

Desired:

• 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 

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

There are many benefits to working at Twilio, including, in addition to competitive pay, things like 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:

• CAD $107,300.00 – $134,100.00

The successful candidate’s starting salary will be determined based on permissible, non-discriminatory factors such as skills, experience, and geographic location.

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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.