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PSC (People Services Center) Manager



People & HR
Posted on Saturday, June 22, 2024

See yourself at Twilio

Join the team as our next Manager, People Services Center (PSC)

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 globally anti-racist, anti-oppressive, anti-bias company that actively opposes racism and all forms of oppression and bias. At Twilio, we support diversity, equity & inclusion wherever we do business. We employ thousands of Twilions worldwide, and we're looking for more builders, creators, and visionaries to help fuel our growth momentum.

About the job

As Manager for the People Services Center, the individual will lead a team of tier 1 People Operations Service Representatives that act as the frontline for people-related queries globally, in addition to ensuring daily operations, priorities, and processes are executed with excellence and strong ‘customer’ centricity. A key priority of this role will be to focus on owning and enhancing existing programs, processes, and team operational practices with the goal of achieving greater efficiencies for the People team.

The individual will act as strategic partner to the People Operations leadership team to support the continued development of the HR shared services function. This role is highly cross-functional, working as a leader and partner to our key internal stakeholders to find and enable operational efficiencies with the goal of improving the business and employee experience.


In this role, you’ll:

  • Oversee global tier 1 people-related work across the entire employee lifecycle
  • Lead and manage the People Services Center, setting direction, prioritizing work, enabling efficient execution and quality employee support
  • Evaluate and drive work transition opportunities from other People Team COEs (benefits, compensation, etc,) into the People Service Center.
  • Work within core HR systems (PSP, Workday) ensuring data quality, audits, and reporting
  • Develop, oversee, monitor, and continuously seek improvement to HR operations service delivery standards and performance metrics for the team to ensure timely execution and process consistency. Design, improve, measure, and automate core processes, ensuring compliance with local laws and Twilio policies
  • Collaborate closely with other HR functions, Talent Acquisition, IT and other stakeholders to streamline cross-functional programs and processes
  • Management of external vendor relationships including contract negotiation, results attainment, and on-going partnership
  • Work closely as a critical strategic and operational partner with the People Operations leadership team other regional leaders on team roadmaps, team career development, prioritization of projects, and the overall people operations shared service model opportunity areas
  • Represent HR Operations in corporate projects which require HR engagement and execution, as and when needed
  • Focus on excellent employee, partner, and stakeholder support, approaching everything with a problem-solving mentality and an operational perspective


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!


  • Bachelor's Degree in Human Resources, Business, or related field
  • 3+ years of experience in HR Operations; at least 1 years leading a team focused on operations, systems, data, or global processes and efficiency
  • Nurtures team success and development through empowerment and accountability by modeling, coaching, and caring
  • Ability to anticipate business needs, think proactively, and execute open communication with key partners
  • Experience establishing or transforming regional HR operational processes for a multinational technology company, integrating local practices with global policies and processes
  • Demonstrated experience establishing and improving processes, including design, build, rollout, and adoption to users and stakeholders
  • Experience operating in an HRIS and employee ticketing system as an HR administrator, HR partner, or as HR operations (Workday and ServiceNow preferred)
  • Experience managing multiple projects concurrently, demonstrating a sense of urgency while achieving defined requirements
  • Exhibited balanced judgment, ability to leverage data for decisions, and experience handling sensitive and confidential information
  • Clear communication skills with the ability to concisely summarize a root cause problem, proposed solutions, project status, and performance metrics to People Operations leadership team or key stakeholders
  • Experience managing HR transaction environment with global complexity
  • Self-motivated individual with a strong sense of accountability that will thrive in a dynamic global team environment


This role will be based remotely in Colombia, with periodic travel.

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.

Twilio is proud to be an equal opportunity employer. Twilio is proud to be an Equal Employment Opportunity and Affirmative Action 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. Additionally, Twilio participates in the E-Verify program in certain locations, as required by law.

Twilio is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, please contact us at