Principal, Global Customer Support Excellence

Position: Principal, Global Customer Support Role Excellence
Your work days are brighter here.

We're obsessed with making hard work pay off, for our people, our customers, and the world around us. As a Fortune 500 company and a leading AI platform for managing people, money, and agents, we're shaping the future of work so teams can reach their potential and focus on what matters most. The minute you join, you'll feel it. Not just in the products we build, but in how we show up for each other.

Our culture is rooted in integrity, empathy, and shared enthusiasm. We're in this together, tackling big challenges with bold ideas and genuine care. We look for curious minds and courageous collaborators who bring sun-drenched optimism and drive. Whether you're building smarter solutions, supporting customers, or creating a space where everyone belongs, you'll do meaningful work with Workmates who've got your back.

In return, we'll give you the trust to take risks, the tools to grow, the skills to develop and the support of a company invested in you for the long haul. So, if you want to inspire a brighter work day for everyone, including yourself, you've found a match in Workday, and we hope to be a match for you too.

About the Team
The Customer Experience Activation Hub team supports high performance and
achievement from our Customer Experience field teams at Workday by aligning
enablement programs the organizational goals of our Customer Success, Customer
Subscription and Global Services organizations. The team develops programs,
processes and learning content for our Workday strategy, operations, and tools. To
achieve this goal, we collaborate with many internal groups to produce our best work.
We seek a charismatic, upbeat individual who is ready to dig in and help us get to the
next level on our enablement programs for our Global Customer Support team

About the Role

We are looking for a self-motivated Global Customer Support Role Excellence Principal to join the

Workday Customer Experience Activation Hub. In this role, you will become the

enablement advocate for our Customer Support team balancing the enablement program

requirements with their organizational readiness needs. The Global Customer Support Role Excellence Principal will interact with and collaborate across cross-functional teams,

including other enablement teams and other Customer Experience

teams, such as Professional Services. This role requires close coordination with many

different participants to ensure that a balance between the requirements for a program

and those of the individuals in Customer Support roles are accurately delivered. We

need a self-starter who will be confident crafting and validating various types of

enablement initiatives across many internal groups and geographies. The role will also

participate in various other projects and day-to-day operations of GCOe team, including

prioritizing enablement programs and solutioning field requests from our internal

Services Sales customers.

Responsibilities

• Successfully identifying and communicating Customer Support organizational

perspective and needs with enablement program owners.

• Consistent delivery and achieving goals and metrics

• Partner with other enablement staff in designing, creating and delivering

enablement programs

• Continuously engage with constituents at all levels to validate and collaborate on

requirements and program results

• Proactively seeks input and content from subject matter experts to aid in the

curation of enablement programs

• Identify and communicate potential efficiencies and enhancements

• Participate in discovery session with business leaders to build and refine

requirements
• Perform due diligence on developing programs

• Develop and improve tools and templates

• Able to identify relationships between programs and resolve overlap with other

programs

About You

You are an experienced role excellence enablement professional or have extensive

experience in Customer Support Operations. You are passionate about helping

others grow their skill and have worked closely with senior leaders to plan, design and deliver programs that help develop the right aptitudes for individuals to succeed in their roles.

Basic Qualifications

10+ years of…