Senior Manager, Employee Service Center

Zillow

16d•Remote

About The Position

Zillow is growing in both size and complexity as we work toward fulfilling our mission to give people the power to unlock life’s next chapter. Our People Org is evolving to support this growth, and our Employee Service Center is seeking an experienced Senior Manager to evolve employee service to meet the needs of our distributed workforce at Zillow Group. The Employee Service Center supports HR processes across the organization, ensuring data integrity and compliance, supporting manual transactions, and collaborating with People Product to enable digital solutions to scale employee lifecycle service at Zillow. The team is full of energy and enthusiasm to deliver end-to-end process improvement and drive operational excellence to ensure a positive employee experience. We are on a mission to design and implement people processes and practices that are scalable for our growing business. The Senior Manager, Employee Service Center is someone who is both hands-on and strategic to help run the day-to-day activities of the Employee Service Center as well as implement the vision for our strategy. This includes, but is not limited to, integrating standard processes & trends, supporting tools (Service Now, Workday, etc.), and collaborating with the Employee Service & Operations Process Team to scale the HR systems and processes required to support Zillow Group. The ideal candidate will partner with leaders across the organization and look for ways to innovate and automate for increased efficiency and a better team member experience.

Requirements

7+ years leading mid-sized HR teams and developing junior leaders
5+ years designing and implementing scalable, self-service processes in an operations/HR role re: people operations, employee service or shared services
Previous role building the employee service/resource center for an organization of 5k+ employees, ideally with a variety of employee types across corporate & field
Examples of implementing standards for operational excellence
Experience leading broad/cross-functional organizational change efforts
Experiences supporting shared services teams using Workday, ServiceNow, Anaplan (or other HRIS, ticketing, and headcount planning systems)
Proficient in Google Suite, Excel, PowerPoint and project/program management tools
Experience with process improvement methodology and a consistent track record of increasing effectiveness and/or efficiency of a business process
Ability to bring cross-functional teams together to create successful outcomes that align people, process and technology to achieve business integration

Responsibilities

Lead two managers and their teams (Contact Center & Data Team) who are responsible for delivering a customer-centric approach to fielding, resolving, or routing all inbound HR-related inquiries coming from current and prospective Zillow Group employees.
Lead a Data Analyst focused on trend analysis, SLA and KPI achievement, process improvement identification and quarterly business reviews.
Determine and execute an international employee support strategy in partnership with our International and M&A teams.
Provide leadership and build organizational capability within the function by developing a highly effective cross-trained team.
Provide guidance to partners at all levels on Employee Service policies, procedures, and standard processes.
Serve as primary representative for internal and external operational audits, develop corrective action plans, and provide reporting to leadership.
Guide Employee Service programs including unemployment claims, employment verifications, and access/review of employee records.
Maintain discretion with regard to the handling of confidential information and requests.
Provide input and ensure that customers are aware of clear service level standards that define expectations and create accountability for delivering enhanced value through Employee Services.
Build strong operational excellence capabilities on the team by mentoring and developing to challenge the status quo and formulate thoughtful recommendations as needed.
Drive standardization and ensure best-in-class employee experience, and work with the Process Team on process improvement and automation.
Ensure the end-to-end employee lifecycle processes are designed to create a positive experience (new hire processing, on-boarding and integration, terminations, and maintenance of employee records).
Ensure the team creates and maintains accurate process documentation, workflows, and knowledge base library/resources.
Ensure Zillow Group maintains all legally required documentation templates for notable HR events, such as separation agreements, termination paperwork, job changes, etc.; and support all ad-hoc data and documentation requests.
Actively participate as a working manager to cultivate a customer service focus throughout the organization.
Partner with Employee Service Center Managers to ensure their teams are effectively using ServiceNow to track and ensure inquiry resolution, including building dashboards, metrics, and reporting.
Proactively identify and implement continued operational excellence and performance improvement initiatives by analyzing ServiceNow metrics (Service Level Agreements and Key Performance Indicators) and customer feedback.
Build dashboards & reporting to enable visibility and access to information and metrics that inform People Org leadership.