People Services Experience Lead

Facebook | Austin, TX, United States

Posted Date 2/27/2020

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. The ideal candidate will exhibit strong attention to detail, a passion for outstanding and delivering exceptional customer service, 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

  • Proficiency with MS Office applications especially Excel, PowerPoint, and Outlook

  • Experience handling sensitive matters with tact and diplomacy

  • Experience working professionally and discreetly with extremely confidential information

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

  • Attention to detail and accuracy

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

  • Self-starter and fast learner requiring minimal direction

  • Experience providing customer service and continuous 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

Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.

Facebook is committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures. If you need assistance or an accommodation due to a disability, you may contact us at

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