People Operations Specialist, Service Delivery & Technology

Mirakl • Boston, MA

76d

About The Position

Mirakl is the leading provider of eCommerce software solutions. Mirakl's suite of solutions provides enterprises with a transformative way to drive significant growth and efficiency in their online business. Since 2012, Mirakl has been pioneering the platform economy, empowering retail and b2b enterprises with the most advanced, secure and scalable technology to digitize and expand product assortment through marketplace and dropship, improve efficiency in supplier catalog management and payments, personalize shopping experiences, and boost profits through retail media. Mirakl is trusted by Macy's, Saks, Henry Schein, The Knot, 1800-Flowers, Best Buy, Lowe's, Ulta and 450+ industry-leading businesses worldwide. For more information: www.mirakl.com. Your Impact: Work within the global "engine room" of HR, combining service design, systems operations, and AI‑powered automation to deliver a consistent, high‑quality employee experience worldwide. Be accountable to and support global service models and the HRIS as the single source of truth-integrating with systems like Anaplan and regional payroll/benefits-while enforcing data privacy, residency, and access controls (e.g., GDPR and local labor laws). Standardize core lifecycle processes with smart local adaptations, act as the regional product owner for the HR tech stack to ship automations and copilots that improve data quality and cycle times, and partner with People Leadership and regional teams to use metrics for friction‑spotting, roadmap prioritization, and change management.

Requirements

• 5+ years in People Operations/HR Operations with 3+ years administering an HRIS and related tools.
• Demonstrated success running a tiered service model with SLAs and case management.
• Hands-on experience using/implementing with one or more: Workday, SuccessFactors, Oracle HCM, BambooHR, Greenhouse/Lever, ServiceNow HRSD/Zendesk/Jira, DocuSign/Adobe Sign, Okta/OneLogin, payroll/benefits platforms.
• Solid understanding of data privacy, access controls, and audit requirements (GDPR/CCPA, SOC 2/ISO).
• Proficiency in building workflows, approvals, and integrations; comfort with APIs, SSO/SCIM concepts.
• Strong analytical skills; able to build dashboards and translate insights into action (Looker/Tableau/Power BI or similar).
• Excellent communication and stakeholder management; able to simplify complexity and enable adoption.

Responsibilities

• AI Innovation & Problem Solving: support privacy‑first AI across service delivery, systems, and analytics; prioritize high‑ROI use cases (deflection, routing, data quality), build copilots with guardrails, and set evaluation/rollback standards.
• Systems Operations & Integrations: steward the HR tech stack; run secure, reliable integrations (HRIS ATS/Payroll/IT/Finance/Security) and own regional data governance, RBAC, audits, releases, and change control.
• Compliance & Risk: ensure local data compliance and reporting with a global mindset; manage evidence, control mapping, remediation, and enforce data safeguards.
• Stakeholder & Program Management: drive cross‑functional roadmaps with agile practices; document clearly, lead change management, and align People Leadership, TA, IT/Security, and regional stakeholders.
• Service Delivery KPIs: monitor and improve CSAT, first‑contact resolution, backlog aging, and cycle times; operate an AI‑supported knowledge base and self‑service flows.
• Process Standardization: standardize core lifecycle processes (hire, change, leave, offboarding) globally with smart local adaptations and seamless handoffs.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Publishing Industries
• Education Level: No Education Listed
• Number of Employees: 501-1,000 employees