Operations Leader, People Services

Facebook | Austin, TX, United States

Posted Date 2/13/2019
Description Operations Leader, People Services is a leadership role with a unique ability to combine operations knowledge with strong analytical, partnership and communication skills. This role requires the ability to provide rich insights about People Services to broad audiences and coordinate with internal leads/teams to deliver on improved experiences to our customers and partners.
This position will be best suited for a strong leader with an extensive HR shared services or deep HR operations background in delivering high quality scalable experiences with a vision and excellence in execution.

RESPONSIBILITIES

  • Lead & Manage People Services:

    • Deliver and co-create the evolving vision of People Services as an efficiency maximizing and strategic delivery function.

    • Develop an approach to analyze data looking for trends and systemic issues, reporting on and managing key metrics.

    • Contribute to and support knowledge strategies and implementing across teams.

    • Coach and mentor team members, playing an active role in developing expertise.

    • Understand the overall people operations strategy and influence global people operations model and strategy.

    • Influence global people operations and systems roadmap to support long-term and service delivery goals.

    • Work with business leaders and People team leadership across EMEA, APAC, and Americas regions to develop the People Services roadmap, identifying gray areas and/or new opportunities for People Services to support the regions.

    • Develop/review relevant policies and procedures related to the People Services function and support all audit requests across the operations team (SOX, Internal Audit, etc.).

    • Lead ad-hoc analysis efforts and support operational related projects as needed.

    • Support larger HR initiatives by ensuring continuity and successful delivery of functional services.

  • Quality Experience:

    • Provide insights for process improvements, technology, training requirements, etc. that will improve customer and employee satisfaction.

    • Elevate employee support tools and Tier 1 employee experience providing accurate data to capture the “Voice of the Customer” concerns and comments.

  • Deliver Efficiencies:

    • Define and implement processes and procedures for People Services team and partner with global leads to build scalable and compliant processes.

    • Lead the team in formulating SLAs, escalation standards, and guidelines.

    • Proactively identify and create operational efficiencies through centralized administration, outsourcing, and globalization of processes.

    • Ensure the operational accuracy and effectiveness of People Services, identifying effectiveness improvement opportunities and taking appropriate action.

    • Develops, maintains, and updates all HR standards, operating procedures, processes, policies, and playbooks.

  • Measuring Success:

    • Drive implementation of operational dashboards outlining current performance and improvement opportunities.

    • Build a metrics driven organization. Develop key operational metrics for team and monitor key performance metric scores.

MINIMUM QUALIFICATIONS

  • 10+ years experience in as an operations leader with knowledge of customer service tools, systems, and processes.

  • Interpersonal relationship and partnership experience.

  • Experience managing, growing, and developing individual contributors as well managers.

  • Experience with HR best practices in the market as well as legislative/regulatory changes.

  • Experience scaling & growing global service teams and services through vendors.

  • Knowledge of NPS and CSAT and experience implementing key performance metrics, developing scorecards to manage performance and leveraging data to drive continuous improvement.

  • Experience with CRM or HRIS system implementations and data migrations.

  • Process and project management experience.

PREFERRED QUALIFICATIONS

  • Experience in an HR Shared Services or HR/People Operations environment.

  • Experience with HR Shared Services models including in-house payroll processing.

  • Experience working directly with business leaders with the ability to influence change.

  • Vendor Management experience.

  • Project Management Professional (PMP) and/or Six Sigma certification (Greenbelt or Blackbelt).

  • Bachelors degree.

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