Director, HR Business Partner (HRBP), Global Operations

Twilio is a company shaping the future of communications with innovative solutions for businesses worldwide. They are seeking a Director, HR Business Partner (HRBP) to serve as the HR leader for their global operations organization, focusing on shaping workforce strategies and driving organizational effectiveness.

Responsibilities:

• Serve as the trusted HR advisor to the SVP Global Operations and operations leadership team, shaping talent strategies that drive growth, innovation, and organizational performance
• Develop a deep understanding of the business, operating models, and regional dynamics to anticipate workforce risks and opportunities at scale
• Provide data-driven recommendations and strategic tradeoffs on organizational design, talent allocation, leadership development, and long term capability planning
• Navigate complex transformations—workforce planning, AI adoption, reorganizations—with empathy, clarity, and influence to drive alignment and adoption across key stakeholders
• Provide confidential one-on-one coaching to senior leaders to enhance strategic thinking, drive change management initiatives, and improve performance
• Lead strategic workforce planning, capability planning, and skills gap analysis to ensure global operations teams are optimized for current priorities and future growth
• Partner with Talent Acquisition teams to assess and shape pipeline health and ensure talent investments are hyper-aligned with business needs
• Design organizational structures that balance operational efficiency, creativity, and agility, optimizing global operations effectiveness at scale
• Pioneer and lead succession planning, leadership development, and retention strategies for critical global operations role
• Use HR analytics, predictive modeling, and AI-enabled workforce tools to generate actionable insights, inform workforce strategies, and guide evidence-based executive decisions
• Partner closely with the People Data Solutions & AI team to develop and scale tools—including AI-powered assistants and data orchestration frameworks—to optimize insights, streamline analytics processes, and integrate multiple data sources
• Monitor and integrate external workforce trends, emerging research methodologies, and new technologies to continuously enhance global operations workforce strategy; advise on emerging risks and opportunities
• Translate complex data into clear, cohesive narratives for executives, influencing decision-making on talent, structure, and organizational design
• Drive adoption of new HR programs, AI-powered solutions, and workforce strategies in a fast-moving, high-growth environment, ensuring leaders and teams transition smoothly through change
• Provide guidance on employee relations, performance management, and compliance, balancing fairness with business priorities
• Promote initiatives that embed equity, inclusion, and belonging across the global operations organization

Requirements:

• 10+ years of HRBP or equivalent experience in fast-moving, global, high-growth organizations, ideally in SaaS/CpaaS or customer-facing functions
• Proven track record of designing and executing talent strategies that drive business outcomes, improve performance, and enable growth
• Ability to influence senior leaders, provide data-driven recommendations, and navigate complex, cross-functional decision-making
• Demonstrated expertise in workforce planning, organizational design, leadership development, and talent retention strategies at scale
• Strong skills in data, analytics, AI, and automation insights to inform strategy, anticipate talent needs, and influence systemic change
• Comfortable operating in ambiguous, fast-paced environments, translating insights into action, and driving results across regions
• Exceptional communication, coaching, and stakeholder management skills, with the ability to build trust at all levels
• Experience leading HRBP strategy for a Global Operations org for 1200+ employees, spanning multiple regions (NAMER, APJ, LATAM, EMEA)
• Prior experience with change management, digital transformation, or AI adoption initiatives in global operations or related business functions
• Advanced analytics or people insights experience, including using AI or automation to inform workforce decisions
• Experience advising executive leadership on complex workforce challenges, including critical skill gaps, high-potential pipelines, and organizational redesign