Program Manager

• 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.

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