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 with 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 identify and communicate 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 seek 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 sessions 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 professional experience with a focus on communications, marketing, training, knowledge management, or related field. Other Qualifications Bachelor's degree or equivalent experience in a related discipline. Strong verbal and written communications skills; attention to detail and ability to convey complex messages. Strong relationship management skills across all levels in the organization. Comfortable with ambiguity. Strong problem solving, priority setting, facilitation, multi-tasking, analytical, and collaboration skills. Ability to work independently, multi-task optimally and thrive in a fast‑paced, dynamic environment with general direction and guidance. Strong interpersonal skills and capable of building positive relationships across multiple teams and time zones. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, sex, gender, gender expression, sexual orientation, age, marital status, veteran status, or disability status. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation. Workday Pay Transparency Statement The annualized base salary ranges for the primary location and any additional locations are listed below. Workday pay ranges vary based on work location. As a part of the total compensation package, this role may be eligible for the Workday Bonus Plan or a role‑specific commission/bonus, as well as annual refresh stock grants. Recruiters can share more detail during the hiring process. Each candidate’s compensation offer will be based on multiple factors including, but not limited to, geography, experience, skills, job duties, and business need, among other things. For more information regarding Workday’s comprehensive benefits, please click here. Primary Location: DC/Atlanta Primary Location Base Pay Range: $156,300 USD - $234,500 USD Additional US Location(s) Base Pay Range: $148,500 USD - $263,800 USD Additional Considerations: If performed in Colorado, the pay range for this job is $156,300 - $234,500 USD based on min and max pay range for that role if performed in CO. Our Approach to Flexible Work With Flex Work, we’re combining the best of both worlds: in‑person time and remote. Our approach enables our teams to deepen connections, maintain a strong community, and do their best work. We know that flexibility can take shape in many ways, so rather than a number of required days in‑office each week, we simply spend at least half (50%) of our time each quarter in the office or in the field with our customers, prospects, and partners (depending on role). This means you'll have the freedom to create a flexible schedule that caters to your business, team, and personal needs, while being intentional to make the most of time spent together. Those in our remote “home office” roles also have the opportunity to come together in our offices for important moments that matter. Pursuant to applicable Fair Chance law, Workday will consider for employment qualified applicants with arrest and conviction records. Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans. At Workday, we are committed to providing an accessible and inclusive hiring experience where all candidates can fully demonstrate their skills. If you require assistance or an accommodation at any point, please email View email address on click.appcast.io. #J-18808-Ljbffr Workday