The People Service Delivery (PSD) team’s mission is to deliver world-class, people-focused service operations. This role is an individual contributor lead responsible for end-to-end governance, monitoring, complex case management, vendor oversight, and AI-enabled operational improvements. The position requires balancing efficiency with empathy, ensuring employees feel supported during critical moments while driving measurable improvements in service outcomes.
Key Responsibilities
- Complex Case Management: Handle sensitive employee cases requiring advanced judgment, structured troubleshooting, and discretion.
- Service Governance & Monitoring: Oversee delivery health, supplier performance, compliance routines, and escalation management.
- AI-Enabled Operations: Identify automation opportunities, optimize workflows, improve knowledge management, and reduce manual effort.
- Cross-Functional Collaboration: Partner with HR, Ops, Tech, and leadership teams to solve end-to-end challenges.
- Process Transformation: Reimagine service delivery, simplify employee journeys, and eliminate recurring friction points.
- Documentation & Training: Develop SOPs, playbooks, governance routines, and mentor team members.
- System Testing: Perform UAT for enhancements and bug fixes, ensuring workflows are operationally ready.
- Continuous Upskilling: Stay current on tools, domains, and emerging AI capabilities to strengthen operational excellence.
Minimum Qualifications
- 6+ years overseeing service delivery functions (onboarding, offboarding, payroll, learning, benefits, transfers).
- Proven ability to navigate ambiguity and shifting priorities while maintaining momentum.
- Strong root cause analysis skills with measurable outcomes in quality, speed, cost, and employee experience.
- Excellent communication and stakeholder influence across matrixed environments.
- Experience in independent operations strategy execution during change and uncertainty.
- Track record of process and technology transformation.
- Demonstrated interest in AI adoption and workflow automation.
Preferred Qualifications
· Experience with supplier/vendor governance routines.
· Hands-on application of AI tools in operations (knowledge workflows, case triage, reporting automation).
· Familiarity with tech/software industry processes.
Bachelor’s degree in Business, Operations, HR, Consulting, or equivalent experience
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