People Operations, People Services Experience Lead

Facebook | Austin, TX, United States

Posted Date 2/28/2019
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.
The People Services Experience Lead role will ensure the delivery of consistently accurate employee experience across the entire employee lifecycle. This role will oversee and manage the day-to-day team members responding to employee inquiries as well as jumping into queues as well and ensuring responses are in compliance and providing the best experience to our employees. We're looking for someone who has a passion for outstanding and delivering customer service, with critical thinking capabilities, and leadership skills to develop talent.


  • Manage a team responsible for answering employee questions and delivering an exceptional employee experience.

  • Monitor key performance metric scores and implement changes to continually increase performance against service level agreements (SLAs), quality, and customer satisfaction.

  • Manage inbound employee inquiries, identify needs, process necessary transactions in Workday, Salesforce and other systems, and escalate issues or re-assign inquiry, as required.

  • Monitor and audit case interaction quality and proactively implement measures to minimize escalations.

  • Serve as a subject matter expert on HR policies and coach and mentor team.

  • Develop and deliver training and onboarding of newest contingent workforce team members.

  • Manage and facilitate regular quality management reviews and audits.

  • Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority.


  • 5+ years of experience in HR

  • BA/BS degree

  • Experience with MS Office applications such as Excel, PowerPoint, and Outlook

  • Experience exercising independent judgment and discretion while utilizing company policies and practices to determine appropriate action

  • Experience providing customer service and improvement of processes

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


  • Experience in a shared service environment

  • 1+ years people management experience

  • Experience using Workday

  • Experience with case management tools such as Salesforce Service Cloud

  • Experience with Benefits, Payroll, Global Mobility, or Immigration procedures and policies

  • Experience working in a fast-paced environment and dealing with ambiguity

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