Lead the global People Operations Service Delivery function across Tier 1, Tier 2, and Tier 3 support, ensuring consistent, high-quality employee experiences
Own and evolve the end-to-end service delivery model, including intake channels, case management, escalation paths, and resolution frameworks
Enhance inbound support models and self-service experiences to create intuitive, scalable employee interactions
Define and drive performance against SLAs, CSAT, and operational KPIs, using data to continuously improve service quality and efficiency
Lead complex, cross-functional initiatives such as service migrations, operating model changes, and platform or process enhancements
Drive operational excellence through service migration planning, SLA management, quality controls, compliance readiness, and end-to-end process optimization
Establish clear governance and escalation frameworks to resolve complex or high-risk employee issues effectively
Drive continuous process optimization across People Operations services, reducing friction, improving speed, and increasing scalability
Partner with HRIS, IT, Engineering, and external vendors to improve systems, automate workflows, and enhance case management and reporting capabilities
Optimize service delivery platforms (e.g., ServiceNow) for HR use cases, including case management, knowledge integration, SLA tracking, and automation
Design and maintain scalable resources such as SOPs, documentation, and internal knowledge bases
Build, lead, and coach a high-performing, globally distributed team focused on empathetic, efficient, and outcome-driven support
Partner with Enablement to ensure teams have the knowledge, tools, and workflows needed to succeed
Foster a culture of accountability, continuous improvement, and customer-centric service delivery
Identify recurring issues and translate them into scalable solutions through process, tooling, or experience design improvements
Leverage data and analytics to identify trends and inform decisions related to service performance, workforce planning, and employee experience
Lead service quality programs, including audits, feedback loops, and compliance readiness, to ensure consistent and reliable delivery.

Requirements

10+ years of experience in People Operations, HR Shared Services, or Service Delivery roles, with 5+ years in leadership positions
Proven experience leading global service delivery or shared services organizations across multiple tiers of support and Centers of Excellence (COEs)
Strong expertise in service delivery operations, including SLAs, CSAT, case management, intake workflows, and escalation frameworks
Demonstrated ability to drive operational excellence through KPIs, process optimization, and continuous improvement methodologies
Experience optimizing HR service delivery platforms (e.g., ServiceNow), including automation, knowledge management, and reporting
Strong analytical skills with experience using data to improve service performance and employee experience
Experience partnering cross-functionally with HRIS, IT, Engineering, and Enablement teams to improve systems and workflows
Demonstrated success leading large-scale service organizations in fast-paced, high-growth environments
Excellent communication and stakeholder management skills, with the ability to influence senior leaders.

Benefits

Health insurance
401(k) matching
Paid time off
Flexible work arrangements
Professional development opportunities

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

service delivery operationsSLAsCSATcase managementintake workflowsescalation frameworksprocess optimizationcontinuous improvement methodologiesdata analyticsreporting

Soft Skills

leadershipcommunicationstakeholder managementinfluencingcoachingcustomer-centric service deliveryaccountabilityproblem-solvingcollaborationempathy