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.
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.
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.

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.

Benefits

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location.
Employees in this role will not be paid below the salary threshold for exempt employees in the state where they reside.

Applicant Tracking System Keywords

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

Hard Skills & Tools

HR operationsprocess designscalable processesoperational excellenceorganizational change managementemployee service center developmentdata analysisproject management

Soft Skills

leadershipcollaborationcustomer-centric approachguidancestrategic thinking