Address
Form of workThe 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 develop efficient processes, systems, and programs. We aim to ensure employees feel heard and have the resources and support they need during the most important moments so they can do the best work of their careers. As part of PSD, the Service Delivery and Oversight team delivers regional, follow-the-sun service monitoring and governance, escalation management, and sensitive case resolution. This team serves as a People Ops central POC collaborating with key cross functional leaders to ensure the health and integrity of our Service Delivery.The People Service Delivery Lead is an individual contributor responsible for the overall governance, monitoring, delivery and continuous improvement for one or more large functional areas and supporting vendors. The role reviews and influences key health metrics, then seeks to implement efficiency gains within our delivery model.In the service areas this lead oversees, they should be able to independently support operations and strategic initiatives within the Service Delivery and Oversight organization. The lead will need to dig into the details to improve and resolve Service Delivery gaps and escalations as well as conduct root cause analysis. This role requires you to be able to quickly understand the current state, identify blockers, and work with cross-functional teams to ensure overall Service Delivery is optimized. This person will need to effectively communicate with various levels of leadership, assess competing needs, and effectively prioritize to meet Service Delivery KPIs.In this role, the lead will proactively contribute to org-wide initiatives such as major HR system changes, work transitions to supplier, etc. The ideal candidate is a problem solver, critical thinker, collaborator, and effective communicator.
- Responsible for service governance & monitoring, day-to-day supplier oversight, escalations management and process improvement across one or more large functional areas
- Serve as a global connector between regions, supporting successful follow-the-sun Service Delivery
- Collaborate with Global Service Delivery & Oversight (SDO) Leaders to support the the optimization and evolution of our operations through strong partnerships, project/change management, reporting and forecasting
- Collaborate cross-functionally across People Service Delivery and People@ stakeholders to solve root HR ops challenges, while navigating various levels of sensitivity, complexity and ambiguity
- Develop strong partnership with and oversight of supplier to ensure governance and service monitoring (i.e. action quality assurance (QA) calibrations, and monitor service quality, efficiency, continuity and effectiveness) of supplier across Tier 3 case management
- Monitor regional tiered service health and performance via dashboards, reporting, analytics & insights
- Recommend solutions to deflect or eliminate case demand
- Identify, prioritize, and execute continuous process improvement initiatives that improve overall Service Delivery
- Support change management for implementation to drive adoption of new processes or changes
- Monitor stabilization of changes to ensure processes are executed reliably and at scale
- Develop training and communication plans for all levels, locations, and cross-functional partners for designated functional area(s)
- Provide operational support and manage time-sensitive Service Delivery and urgent escalations
- Partner across North America (NORAM) Service Delivery & Oversight and with cross functional teams to optimize and evolve our operations through strong partnerships and leveraging of data insights
- Triage, de-escalate, diagnose and document process improvement opportunities
- Create and oversee documentation around key work functions, providing training and mentoring support on your designated area of work
- Simplify existing processes and tools
- Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority
- As needed, perform user acceptance testing on new system enhancements or bug fixes to ensure operational workflows are functioning as intended
Minimum Qualifications:
- 8+ years of experience overseeing one or more Service Delivery functions (onboarding, offboarding, payroll, benefits, transfers, etc)
- Experience navigating competing/shifting priorities and getting things done in a fast-paced, ambiguous environment
- Experience performing root-cause analysis to problem solve and produce measurable outcomes
- Effective communication skills, including defining and simplifying complex concepts and communicating these to stakeholders
- Experience operating independently and supporting scalable ops strategy, planning, and execution in the midst of change and ambiguity
- Experience collaborating, influencing, and gaining strategic alignment within a matrixed environment
- Experience driving transformational change in a cross-functional environment
Preferred Qualifications:
- Experience providing day-to-day oversight of a supplier/vendor(s)
- Knowledge of the tech / software industry business models and core processes
- Bachelor's degree in a business, operations, HR, consulting or equivalent experience
About Meta:
Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics.
Meta is committed to providing reasonable accommodations for candidates with disabilities in our recruiting process. If you need any assistance or accommodations due to a disability, please let us know at accommodations-ext@fb.com.
