People Service Delivery - Oversight Lead
About The Position
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 flexible with 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 governance, quality, and appropriate handling of sensitive information.
Requirements
- 10+ years of experience overseeing one or more service delivery functions (e.g., onboarding, off-boarding, payroll, learning, benefits, transfers, etc.)
- Experience navigating competing/shifting priorities and getting things done in a fast-paced, ambiguous environment
- Experience performing root-cause analysis to problem solve and produce measurable outcomes
- Effective communication skills, including defining and simplifying complex concepts and communicating these to stakeholders
- Experience operating independently and supporting scalable ops strategy, planning, and execution in the midst of change and ambiguity
- Experience collaborating, influencing, and gaining strategic alignment within a matrixed environment
- Experience driving transformational change in a cross-functional environment
Nice To Haves
- Experience providing day-to-day oversight of a supplier/vendor(s)
- Knowledge of the tech / software industry business models and core processes
- Bachelor's degree in a business, operations, HR, consulting or equivalent experience
Responsibilities
- Manage complex cases and processes that require advanced domain expertise and troubleshooting skills
- Oversee service governance & monitoring, supplier oversight, operations monitoring, escalations management, process & technology improvement across one or more large functional areas
- Continuously upskill across domains, tools, and emerging AI capabilities to strengthen operational efficiencies and influence
- Facilitate global connection between regions to ensure successful service delivery in order to optimize and evolve operations through partnerships, project/change management, reporting and forecasting
- Cross-functional collaboration and stakeholder management to solve end to end process and operational challenges while navigating various levels of sensitivity, complexity and ambiguity
- Create and oversee documentation around key work functions, providing training and mentoring support on your designated area of work
- Seek out opportunities to automate and enhance our operations to be more efficient (e.g. deflect or eliminate case demand), while keeping employee experience as the utmost priority
- Perform user acceptance testing on new system enhancements or bug fixes to ensure operational workflows are functioning as intended
- Regularly look for opportunities to up-skill and increase knowledge across domains, being adaptable to a fast paced changing environment
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
