Job Description:
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.
