Director, Workday Delivery

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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.

See yourself at Twilio.

About the Job

Twilio is seeking a strategic‑yet‑hands‑on Director of Workday Delivery to lead our Workday Services function and serve as a pivotal member of the HR Technology leadership team. This leader will contribute to—and own the execution of—the vision, strategy, and multi‑year roadmap for the entire HR technology function, ensuring our platforms are scalable, secure, and intuitive while delivering a world‑class employee experience. Guiding a high‑performing Workday team, they will partner with key stakeholder groups (e.g., HR, IT, Security, Compliance, Finance) to fully optimize Twilio’s Workday ecosystem for our global organization. We’re building tools that make work better for everyone—and we need someone who can enhance our Workday platform with that goal in mind.

Responsibilities

In this role, you’ll be responsible for:

Strategic Leadership

• Help shape, contribute to, and execute the HR Technology vision, strategy, and end‑to‑end roadmap.
• Translate long‑range vision into quarterly, value‑based delivery plans and OKRs that actually move the needle.
• Sophisticated people leadership capabilities across the team.

Team Management

• Lead with empathy, clarity, and commitment to helping your team grow.
• Coach and develop a high‑performing team responsible for Workday configuration, integrations, reporting, and tier‑3 support.
• Mentor HRIS managers/leads and cultivate a growth mindset across the team.

Delivery & Release Excellence

• Own the bi‑annual Workday release cycle—impact analysis, regression testing, cut‑over, and phased enablement of new features.
• Establish end‑to‑end QA frameworks (test plans, UAT playbooks) to ensure performance, security, and data integrity for every change.

Integration Architecture & Ecosystem Management

• Design and maintain robust, secure integrations that connect Workday with Twilio’s broader HR technology stack (e.g., ServiceNow EC Pro/Now Assist, Cornerstone Learning Hub, Eightfold AI, Qualtrics, Visier) using Workday Studio, EIBs, REST/SOAP APIs, and iPaaS middleware.

Innovation & Platform Expansion

• Champion Workday Extend and other Employee Experience Applications (e.g., Eightfold, ServiceNow) to close experience gaps and automate manual work.
• Pilot AI‑powered capabilities—while embedding governance for privacy, bias, and accuracy.
• You’ll have space to explore new ideas and help define how we use AI, automation, and new tools to drive real employee value.

End-User Enablement

• Lead change‑management, training content, knowledge articles, and workshops to drive sustained user adoption and ROI.

Governance, Compliance & Data Quality

• Establish robust change‑control, security, and data‑governance practices; run scheduled audits and remediation sprints to keep master data pristine and audit‑ready.

Service Operations & Incident Management

• Define Workday support KPIs (SLA compliance, MTTR), root‑cause analysis, and post‑mortem cadences to reduce repeat incidents.

Vendor & Budget Management

• Lead the management of the Workday operating budget; negotiate contracts and oversee AMS/implementation partners to hit cost and value targets.

Stakeholder Partnership

• Serve as a trusted advisor to HR.