Director, Employee Experience

Facebook | Austin, TX, United States

Posted Date 10/10/2019
Description The Global People Operations team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Leading with care and empathy, we develop efficient and simple people processes, systems, policies, and programs. We deliver data that is useful and accurate to create People-related strategies across the business. We manage people knowledge and build project management capability across our company. Our work also ensures Facebook remains protected and compliant. We strive to ensure employees feel heard and given the resources and support they need during the most important moments during their careers. We are seeking an experienced Director, Employee Experience to ensure the delivery of consistently impactful employee experience across the entire employee lifecycle. The Employee Experience team is a newly formed group that will lead efforts across the People team at Facebook to be the thought leader for our varied workforce programs to ensure core people processes are designed with our employees at the center of everything we do. They will have expertise in analytics, process and continuous improvement, human centered design, user experience and agile methodologies. This team will take a data-driven approach and will mine a variety of data sources to understand issues, bottlenecks and errors to truly understand what our employees want and how to best make things simple and seamless for them. This data will help guide where our biggest opportunities are and then how we best go about delivering on them. We're looking for someone who has a passion for outstanding customer service and the ability to embed that across many touchpoints and develop a true customer-first mindset, with critical thinking capability, a practical, hands on approach and a passion for making the complex simple for end users. This is a full-time position in People Operations located at either our headquarters in Menlo Park, CA or our office in Austin, TX.

RESPONSIBILITIES

  • Lead and deliver comprehensive employee experiences to Facebook’s, candidates, contingent workers, employees, and alumni

  • Work cross-functionally to effect company-wide process improvement with our internal and external partners by designing and implementing processes, solutions, metrics, and programs that enhance the end to end journeys and moments that matter

  • Partner with key people teams to break silos and ensure we take a cross-functional approach to employee experience

  • Partner with the HR Technology team to develop and implement a strategy for personalized employee experience through content management mass-customized experiences and digital service delivery

  • Develop and apply a Human-Centered Design framework to all work and ensure all People Operations initiatives reflect the needs, interests, and values of our workforce

  • Analyze key employee behavior and measures to develop a deep understanding of how employees interact with HR and develop dashboards that lead to continuous improvement against service level agreements (SLAs), quality, and customer satisfaction

  • Prioritize work efforts that align with where the biggest opportunities for improvements are while building genuine buy-in from key stakeholders

  • Review interaction and quality of solutions provided by HR and proactively implement measures to minimize escalations

  • Build capability across the HR team to develop and deliver high quality tools and tactics in a repeatable manner to scale human-centered design approaches without the need for the central employee experience team to be directly involved

  • Building and leading a team that will drive employee experience across the People team

MINIMUM QUALIFICATIONS

  • 12+ years of deep subject matter expertise in HR Operations

  • Significant experience leading and growing teams from strategy through to operational execution

  • Systems thinking mindset

  • Proven ability to apply deep customer-back experiences and approaches to business processes

  • Experience working in a highly matrixed environment where building support across stakeholders who own different resources needed is critical for success

  • Experience providing excellence in customer service and measurable improvement of processes

  • Experience planning and aligning with cross-functional and global partners to create a consistent high impact employee experience

PREFERRED QUALIFICATIONS

  • MBA or Graduate Degree

  • Significant exposure to HR process and practice, including experience working in a consulting company

  • Solid understanding of leading technology platforms, work-flow tools, software packages, business applications in the HR, Financial, or Customer Relationship area

  • Experience working in a high growth company or companies with significant global scale

  • Demonstrated strategic thinking, able to understand tradeoffs, and balance short and long-term priorities

  • Experience working in a customer-related field such as customer service, digital experience, and customer acquisition

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