Global HR Services Operation Leader
Solventum
full-time
Posted on:
Location Type: Remote
Location: Remote • Minnesota • 🇺🇸 United States
Visit company websiteJob Level
Senior
Tech Stack
ServiceNow
About the role
- Oversee and manage the global delivery of HR operational services (e.g. general HR help, onboarding, offboarding, employee data changes, case management, document handling).
- Ensure a world-class customer service experience through timely, accurate, and empathetic service delivery across all regions and employee populations.
- Implement and monitor service excellence standards, aligned with employee expectations, SLAs, and feedback.
- Create and deliver a seamless end-to-end employee experience across key HR services touchpoints.
- Embed a service mindset within delivery teams, focusing on proactive communication, empathy, and responsiveness.
- Drive global process standardization and harmonization, ensuring scalable and repeatable HR services across geographies and all HR Service areas.
- Identify and implement best practices, process improvements, and automation opportunities to enhance delivery speed, accuracy, and consistency.
- Define and track KPIs (e.g., resolution time, service satisfaction, NPS, case volumes), ensuring data-driven decision making.
- Produce regular performance reports and service dashboards to inform leadership and stakeholders.
- Lead, coach, and develop a high-performing global HR service delivery team.
- Own service delivery governance processes, including change controls, documentation, escalations, and internal audits.
Requirements
- Bachelor’s degree in HR, Business, Operations, or related field; Master’s degree preferred.
- Strong experience in HR service delivery, shared services, customer operations, or HR operations, with a minimum of 5 years in a leadership role.
- Demonstrated experience delivering exceptional customer service in a high-volume, multi-region environment.
- Deep knowledge of global HR processes and employee lifecycle operations.
- Proven track record of leading service teams and driving operational excellence, process harmonization, and digital service delivery.
- Experience with service platforms such as Workday, ServiceNow, or similar case/ticketing systems.
- Strong data and analytical skills; comfortable using service metrics to drive performance and improvements.
- Adept at managing organizational change and fostering engagement across globally distributed teams.
- Ability to balance strategic thinking with hands-on leadership in a complex, matrixed organization.
- Background in customer service operations or service design is a strong plus.
- Experience implementing or managing global service hubs or COEs.
- Familiarity with Lean, Six Sigma, or similar continuous improvement methodologies.
Benefits
- Health insurance
- 401(k) matching
- Flexible working hours
- Paid time off
- Remote work options
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
HR service deliverycustomer operationsprocess harmonizationdigital service deliverydata analysisKPI trackingprocess improvementautomationLean methodologySix Sigma
Soft skills
customer serviceleadershipcommunicationempathyresponsivenessstrategic thinkingorganizational change managementteam developmentproactive communicationengagement