Operations Associate IV

Meta Platforms•Menlo Park, CA

2h•Remote

About The Position

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.

Requirements

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)
Case management and HRIS administration
Process design & documentation, SOP development
Advanced Excel/Google Sheets (pivot tables, VLOOKUP, formulas)

Nice To Haves

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
Proven attention to detail
Problem solving skills
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