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Employee Relations Business Partner



United States · Remote
Posted on Tuesday, July 9, 2024

See yourself at Twilio

Join the team as our next Employee Relations Business Partner for NAMER on Twilio’s Global Employee Relations Team.

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 needed to effectively handle employee relations cases within the Global ER team.

The primary objective of the Global Employee Relations team at Twilio is to ensure the treatment of every Twilion is fair, respectful, and consistent with our core values, or what we refer to as our ‘Twilio Magic’. We are a forward-thinking team that relies on our subject matter expertise and empathy to consistently improve Twilio.

This role is an individual contributor reporting into the Global Employee Relations Team. It requires robust employee relations experience, strong emotional intelligence, communication and interpersonal skills. The individual must be comfortable working on a broad range of employee relations issues, projects and initiatives.

The individual will partner closely with ERs core stakeholders (employees, people managers, Legal and HR Business Partners) providing ER expertise and services with the goal of proactively enhancing the employee experience; this means identifying and addressing employee concerns early, de-escalating and resolving workplace issues before they reach a level of criticality. The individual will also work on ER programs and projects with the goal of maturing Twilio’s overarching employee relations and engagement framework.


In this role, you’ll:

    • Handle a wide variety of complex ER cases and employee investigations in the U.S., ideally with knowledge and experience in various state regulations (California, etc)
    • Work collaboratively and build relationships; lead and influence at all levels within the organization, and make decisions while keeping relevant stakeholders informed.
    • Apply good judgment, tact, discretion, and professionalism, especially when it comes to confidential documents and communications.
    • Work independently balancing the need for collaboration with minimal supervision.
    • Manage multiple projects with strong time management and prioritization skills.
    • Assist with the data reporting and analytics of ER cases for themes, trends and root causes to provide insights and recommendations for decision making and prevention of ER risk.
    • Promote knowledge and understanding of company policy and of relevant employment laws through coaching, presentations, and training.
    • Assist with other ER project work and consultations related to the employee experience as needed


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 HR Management, Employee/Industrial Relations, Business, Employment/Legal Studies or other related fields of study.
  • Minimum 3-5 years Employee Relations experience.
  • Strong understanding of applicable United States employment laws and regulations.
  • Critical thinking and decision making skills, problem solving, and root cause/analysis skills.
  • Ability to position self as credible, proactive and a trusted thought-partner.
  • Excellent communication and presentation skills, including verbal and written
  • Strong background in managing performance related issues.
  • Demonstrated experience working on a wide variety of complex employee issues across geographies independentl .
  • Demonstrated ability to influence business leaders and strong consultative skills.
  • Independent work style, balancing the need for collaboration with minimal supervision.
  • Ability to manage multiple projects with strong time management and prioritization skills.

Preferred Qualifications:

  • Experience using HR technology platforms such as Workday.
  • Experience using a case management system, preferably ServiceNow, Navex or a similar platform.
  • Experience with Project Management, and Policy and Procedure development.
  • Prior experience in creating and analyzing ER Data.


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.


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.

The estimated pay ranges for this role are as follows:

  • Based in Colorado: $112,320.00 - $140,400.00
  • 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.

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 [email protected].