Principal, Global Customer Support Role Excellence

Workday; Georgia; Hybrid; USD 149,000 - 264,000; Full time

Job summary

Workday seeks an experienced Customer Support Role Excellence professional to join the Customer Experience Activation Hub. You will be the enablement advocate for our Customer Support team, balancing program requirements with readiness needs and collaborating across teams including Professional Services.

The role requires coordinating with various groups, crafting and validating enablement initiatives, and supporting day-to-day operations of the GCOe team while prioritizing requests from

Qualifications

• 10+ years of professional experience in communications, marketing, training, knowledge management, or related field.
• 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.

Responsibilities

• Identify and communicate Customer Support perspective and needs with enablement program owners.
• Deliver and achieve goals and metrics.
• Partner with enablement staff to design, create and deliver programs.
• Continuously engage with constituents at all levels to validate requirements and program results.
• Proactively seek input from subject matter experts to aid in program curation.
• Identify efficiencies and enhancements for programs.
• Participate in discovery sessions with business leaders to refine requirements.
• Perform due diligence on developing programs.
• Develop and improve tools and templates.
• Identify relationships between programs and resolve overlaps with other programs.

Skills

Strong verbal and written comms

Relationship management

Attention to detail

Ability to convey complex messages

Education

Bachelor's degree or equivalent experience

Job description

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 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.

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. Primary location: USA.WA.Home Office. Primary location base pay range: $164,200 USD - $246,200 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. The application deadline for this role is the same as the posting end date stated as below: 08/28/2026.

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.

Workday is an Equal Opportunity Employer including individuals with disabilities and protected veterans.

Workday is committed to providing reasonable accommodations for qualified individuals during our application process, in order to perform one or more essential functions of their job, as well as regarding the use of AI tools for employment decision-making to any degree. Please see below for more details including how to request an accommodation as a qualified veteran, due to a disability or for religious reasons, or as otherwise provided under applicable law.

Workday prohibits taking adverse action against any candidate or employee for reporting a possible violation of this policy, requesting one or more work accommodations, exercising a privacy right, or cooperating in an investigation in accordance with applicable law. Any employee who retaliates against a candidate or employee for doing so may be subject to disciplinary action, up to and including termination of employment, to the fullest extent allowable under applicable law.

If you require a reasonable accommodation, you may email [e-mail], as far in advance as possible.

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