Manager, Knowledge & Employee Experience

Pernod Ricard•Windsor, ON

3d•CA$90,200 - CA$112,700•Hybrid

About The Position

This role is responsible for enhancing the employee and manager experience by designing and delivering a seamless, digitally enabled journey across all stages of the employee lifecycle. It focuses on integrating global and locally relevant tools, simplifying processes, and embedding self-service and AI-driven capabilities to create more intuitive, efficient, and personalized workdays. This role is perfect for someone who enjoys simplifying the way people work and creating experiences that help employees and leaders succeed. You’ll thrive here if you’re passionate about turning information into easy-to-use solutions, improving processes, and making it easier for people to find the support they need when they need it. You’ll play a key role in shaping how employees interact with P&E by connecting knowledge, tools, and digital solutions to create a seamless and personalized experience. Using your expertise in P&E operations, employee lifecycle support, knowledge management, and continuous improvement, you’ll help build smarter, more efficient ways of working — including leveraging AI-enabled solutions. This is an opportunity to make a visible impact by increasing self-service, reducing complexity, and helping create a more connected, responsive, and engaging employee experience.

Requirements

Strong analytical & diagnostic skills with an aptitude and passion for process improvement
Ability to data mine and synthesize large amounts of data in different formats/structures and identify key trends
Strong understanding of HR Operations/Shared Service models, Payroll, Employee Lifecycle processes
Experience supporting operational process improvement, knowledge management, or employee experience initiatives preferred
Data driven decision making and insights generation
Process design and continuous improvement
Cross functional collaboration and stakeholder management
Project/time management with ability to meet stringent deadlines
Experience with Workday and Report creation
Customer centric mindset with a focus on simplifying experiences
Bachelor’s degree (Business, Computer/Data Science)
6 + years of previous experience in HR Operations, employee lifecycle management, shared services or HR technology
Strong understanding of HR systems, case management tools, and knowledge management platforms
Experience with digital employee experience design and self-service strategies
Demonstrated ability to operate across regional teams and influence stakeholders
Experience with process & workflow optimization, AI-enabled service delivery

Nice To Haves

Certifications in AI
Exposure to AI, automation, or chatbot or virtual agent technologies preferred

Responsibilities

Manage and maintain P&E operational knowledge content including policies, procedures, FAQs, onboarding resources, and employee support documentation ensuring it remains accurate, current, compliant and easily accessible
Develop and lead governance, standardization and lifecycle of knowledge management practices and articles
Improve searchability, usability, and structure of knowledge content to support employee and manager self-service and AI consumption
Partner with P&E SMEs to identify knowledge gaps and continuously improve operational documentation
Support knowledge frameworks that enable AI-powered support tools, chatbots, and self-service capabilities
Partner with Total Rewards and People Shared Services teams to improve and optimize operational workflows, employee lifecycle processes and employee experiences through AI and automation initiatives
Assist in identifying high-friction lifecycle moments and implementing automation and AI-driven solutions
Participate in operational governance activities to ensure process consistency and compliance
Manage and maintain process workflow and employee journey mapping while continuously improving across lifecycle stages, ensuring each stage is supported by accessible knowledge
Manage and optimize the Employee Portal and Chatbot performance and experience
Develop and maintain reporting related to service delivery, knowledge utilization, employee inquiries, case deflection, failed searches, and process effectiveness
Monitor and analyze employee inquiries, case trends, and operational pain points to identify opportunities for operational efficiency and improved employee experience
Help improve employee and manager self-service experiences through enhanced content, guidance, digital support tools, conversational design and intent mapping
Support initiatives focused on improving responsiveness, consistency, and quality of P&E service delivery
Contribute to service delivery optimization initiatives including case management, process improvements, and operational simplification and automation
Establish and track KPIs related to lifecycle effectiveness, digital adoption, case resolution time and service delivery performance
Partner with HRIS and technology teams to support P&E operational technology enhancements and process improvements
Collaborating with Global HR and Transformation teams on technology roadmap and local implementation, while helping to influence for local needs
Ensure global tools are well integrated locally and embedded into local employee lifecycles
Assist with testing, documentation, and change management activities related to P&E operational systems and enhancements
Contribute to automation and AI enablement initiatives by improving process structure, knowledge content, and operational readiness
Support continuous improvement initiatives across Total Rewards & People Solutions teams
Participate in projects related to operational transformation, digital enablement, and process optimization
Drive adoption of HR Service tools across the organization, supporting training and communication efforts