Opening for People Service Delivery Lead - Remote

Job Title: People Service Delivery Lead
Location: Remote 
Duration: 6+ Months with potential to extend
Pay Range: $75-$80/Hr on W2 (DOE)

Summary:

The People Service Delivery (PSD) team’s mission is to run the best people-focused service delivery business in the industry. Leading with care and empathy, we build efficient processes, systems, and programs that ensure employees feel heard and supported during the moments that matter most so they can do the best work of their careers.

Within PSD, the Service Delivery & Oversight team delivers regional, follow-the-sun service monitoring and governance, escalation management, and sensitive case resolution. We serve as a People Ops central point of coordination, partnering with cross-functional leaders to protect the health, integrity, and continuous improvement of our service delivery ecosystem.

The People Service Delivery Lead is an individual contributor responsible for end-to-end governance, monitoring, complex case management, delivery performance, and continuous improvement for one or more large functional areas and supporting vendors. This role partners closely with stakeholders to review and influence key health metrics and to drive measurable improvements in service outcomes, efficiency, and employee experience.

This role is ideal for someone who rolls up their sleeves, thrives in ambiguity, and is comfortable shifting priorities quickly as emerging business needs arise. You will dig into the details to identify service delivery gaps, lead escalations, and translate insights into durable fixes across process, policy, and technology.
A key expectation of this role is to be an active driver of AI adoption and creative problem solving in operations. You will look for opportunities to responsibly use AI and automation to reduce manual work, improve consistency, accelerate resolution times, and enhance the employee experience while ensuring strong governance, quality, and appropriate handling of sensitive information.

Top 3 must-have HARD skills:
Case management and HRIS administration
Process design & documentation, SOP development
Advanced Excel/Google Sheets (pivot tables, VLOOKUP, formulas)

Good to have skills:
1) Proven attention to detail
2) Problem solving skills
3) Able to navigate ambiguity

Responsibilities
Own complex case management and processes requiring advanced domain expertise, strong judgment, and structured troubleshooting
Lead service governance & monitoring, supplier oversight, operational performance reviews, escalations management, and process/technology improvements across one or more large functional areas
Drive AI-enabled operational improvement, including identifying use cases for automation, workflow optimization, knowledge management, and case deflection, balancing efficiency with employee care and quality outcomes
Use creativity and data-driven thinking to reimagine service delivery, simplify employee journeys, and eliminate recurring friction points
Facilitate global connection between regions to enable consistent, “follow-the-sun” execution and continuous improvement through partnerships, change management, reporting, and forecasting
Partner cross-functionally to solve end-to-end operational challenges while navigating sensitivity, complexity, and ambiguity with professionalism and discretion
Develop and maintain clear documentation (SOPs, playbooks, governance routines), and provide training/mentoring support within your scope
Perform user acceptance testing for system enhancements/bug fixes, ensuring workflows
function as intended and are operationally ready at launch
Stay agile and adapt quickly to shifting priorities, re-assessing tradeoffs and focusing effort where it will have the greatest impact
Continuously upskill across domains, tools, and emerging AI capabilities to strengthen operational excellence and influence

Minimum Qualifications
6+ years of experience overseeing one or more service delivery functions (e.g., onboarding, offboarding, payroll, learning, benefits, transfers, etc.)
Demonstrated ability to navigate competing and shifting priorities, execute in ambiguity, and maintain momentum in fast-changing environments
Proven experience performing root cause analysis and delivering measurable outcomes (quality, speed, cost, employee experience)
Strong communication skills, including simplifying complex topics and influencing stakeholders across levels
Experience operating independently while supporting scalable ops strategy, planning, and execution during change and uncertainty
Experience collaborating, influencing, and gaining alignment within a matrixed, cross-functional environment
Experience driving transformational change across process, technology, and stakeholder groups
Demonstrated interest in AI adoption and continuous improvement, with a track record of improving workflows and reducing manual effort (through automation, tooling, standardization, or process redesign)

Preferred Qualifications
Experience providing day-to-day oversight of supplier/vendor performance and governance routines
Experience applying AI tools and automation approaches in an operations environment (e.g., knowledge workflows, case triage support, quality monitoring, reporting automation)
Knowledge of the tech/software industry business models and core processes
Bachelor’s degree in business, operations, HR, consulting, or equivalent experience

Russell Tobin offers eligible employee’s comprehensive healthcare coverage (medical, dental, and vision plans), supplemental coverage (accident insurance, critical illness insurance and hospital indemnity), 401(k)-retirement savings, life & disability insurance, an employee assistance program, legal support, auto, home insurance, pet insurance and employee discounts with preferred vendors.

Equal Employment Opportunity
Russell Tobin is an equal opportunity employer. We do not discriminate on the basis of the race, religious creed, color, national origin, ancestry, physical disability, mental disability, reproductive health decision making, medical condition, genetic information, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, veteran or military status, or any other characteristic protected by applicable federal, state, or local law.
 
Fair Chance Employment
Russell Tobin is a Fair Chance employer. We consider all qualified applicants, including those with criminal histories, in a manner consistent with applicable state and local Fair Chance laws and ordinances, including, the California Fair Chance Act and all applicable local Fair Chance ordinances.
 
Accommodations
We are committed to providing reasonable accommodations to applicants and employees with disabilities. If you require a reasonable accommodation to participate in the application or interview process, or to perform the essential functions of this role, please contact us. 
 
Only applicable for San Francisco Candidates: Under the San Francisco Lactation in the Workplace Ordinance, we will provide written notice of lactation accommodation rights, and this notice will automatically be given upon hiring, any inquiry of parental leave or lactation accommodation.