Sr. Manager HR Service Delivery and Automation

​​See yourself at Twilio.

Join the team as Twilio’s next Sr. Manager HR Service Delivery and Automation.

Who we are & why we’re hiring

Twilio powers real-time business communications and data solutions that help companies and developers worldwide build better applications and customer experiences.

 

Although we're headquartered in San Francisco, we have presence throughout South America, Europe, Asia and Australia. We're on a journey to becoming a global company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business.

About the job

This position is a critical role on our HR Technology team to lead the digital people experience, encompassing oversight of  the implementation, integration and management of our ServiceNow HR Service Delivery (HRSD) module. This role plays at multiple altitudes - having a deep understanding and capabilities within Twilio’s system configuration, and using that technical knowledge to define and drive a holistic experience platform strategy.  Additionally, the role involves partnering with the AI and IT teams to build our strategy for automation and Artificial Intelligence (AI) that align with Twilio’s overall HR strategy to provide Twilion’s great digital experiences at global scale. Key to success in this role is building partnerships with HR client groups and IT partners to build a cohesive experience. 

Responsibilities

In this role, you’ll:

• Participate in strategic planning to develop and drive the HRSD, RPA and AI roadmaps aligning it with overall HR and business objectives.  
• Oversee the selection, implementation and optimization of ServiceNow HRSD applications ensuring they meet short-term and long-term business needs and enhance the digital people experience at Twilio.
• Manage delivery of HRSD project and enhancements leveraging a team of twoServiceNow HRSD Administrators/Developers 
• Drive discovery, design, build, test and deployment activities leveraging agile deployment methodologies.
• Designing and developing solutions and new features in the ServiceNow platform directly and in partnership with HR and IT development teams.Create user journey maps and document user stories to design the configuration of the HRSD application
• Provide hands-on leadership and project management to ensure deadlines are met and key deliverables meet team quality standards and change control criteria
• Collaborate with cross-functional teams, including IT, HR operations, and other business functions, to ensure HRSD is effectively leveraged and embedded across the organization.
• Drive continuous improvement and innovation in HRSD, RPA and AI driven technology solutions, leveraging best practices and the latest trends and advancements in RPA/AI/ML and emerging technologies.
• Ensure compliance with data privacy and security regulations, implementing measures to protect employee data and ensure the responsible use of AI and RPA technologies.  
• Provide leadership and mentorship to team members, fostering a culture of collaboration, innovation and continuous learning.

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:

• Bachelor’s degree in computer science, information technology, human resources , or a related field; advanced degree preferred.
• 7+ years of experience in HR technology, with a focus on digital experiences
• 5+ years of experience ServiceNow development experience
• Proven track record of successfully leading large-scale HR technology initiatives, including platform implementations and optimization from design to implementation and maintenance.
• Experience driving and fostering a culture of continuous improvement and optimization within teams.
• Strong leadership and management skills, with experience building high performing teams.
• Excellent communication and interpersonal skills, with the ability to build strong partnerships with stakeholders and IT partners
• Experience working in a global, fast-paced environment; tech industry experience preferred.
• Knowledge of data privacy and security regulations, with a commitment to ensuring compliance and protecting employee data.

 

Desired:

• Experience in implementing AI-driven applications, tools, and solutions in a business environment including Chatbots.

Location

This role will be remote but is not eligible to be hired in San Francisco, CA, Oakland, CA, San Jose, CA, or the surrounding areas.  Must be open to work US time zone.

 

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.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.

 

*Please note this role is open to candidates outside of Colorado, California, New York, and Washington. The information below is provided for candidates hired in those locations only.

 

The estimated pay ranges for this role are as follows:

• Based in Colorado: $149,440.00-$186,800.00
• Based in New York, Washington State, or California (outside of the San Francisco Bay area): $158,240.00-$197,800.00
• This role may be eligible to participate in Twilio’s equity plan and corporate bonus plan. All roles are eligible for the following benefits: health care insurance, 401(k) retirement account, paid sick time, paid personal time off, paid parental leave.

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