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People Service Delivery Lead

4 weeks ago

Menlo Park, United States Meta Full time
Location field must contain 'city, state' or a zip code to perform a radius search (e.g., Denver, CO or 46122 ). City and state must be separated by a comma followed by a space (e.g., Houston, TX )Meta People Service Delivery Lead in Menlo Park , California Summary:The People Service Delivery (PSD) teams 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 Learning Operations team delivers learning programs for Meta learning teams. The People Service Delivery Lead in the Learning Operations team is an individual contributor responsible for the end-to-end management of in-person and virtual training sessions, from initial setup and preparation to real-time support to post-event close-out and continuous improvement.Required Skills:People Service Delivery Lead Responsibilities:Operationalize demand plans with session scheduling and delivery partnersManage facilitator logistics, ensuring internal and external presenters are scheduled and ready for their sessionsOversee enrollment monitoring to ensure we maximize session capacity, and make adjustments as needed to prevent cancellation costsMonitor day of operations, including any technical or operational escalationsManage process documentation to ensure we follow high-quality, repeatable processesIdentify and act on opportunities to automate and enhance our operations to be more efficientUse KPIs to create and deliver regular session delivery health reviews & insights for learning and development stakeholdersOversee change management processes and training of vendor team via knowledge transfersMonitor stabilization of changes to ensure processes are executed reliably and at scaleCollaborate cross-functionally across Learning Operations, People Service Delivery and People Development stakeholders to solve root learning operations challenges, while navigating various levels of complexity and ambiguityDevelop strong partnerships with and oversight of supplier to ensure governance and service monitoringMonitor tiered service health and performance via dashboards, reporting, analytics & insightsIdentify, prioritize, and execute continuous process improvement initiatives that improve overall service deliveryAs needed, perform user acceptance testing on new system enhancements or bug fixes to ensure operational workflows are functioning as intendedMinimum Qualifications:Minimum Qualifications:4+ years of experience overseeing one or more people service delivery functions (learning, onboarding, offboarding, payroll, benefits, transfers, etc)2+ years of experience managing training session delivery or event management operationsProven data and reporting skills, including the experience to translate and track larger organizational KPIs within your area of workExperience working with core learning and HR systems (Cornerstone/LMS, Workday, Salesforce, etc.)Experience tracking and updating work within project management tools (e.g., Asana)Experience navigating competing/shifting priorities and getting things done in a fast-paced, ambiguous environmentExperience performing root-cause analysis to problem-solve and produce measurable outcomesEffective communication skills, including defining and simplifying complex concepts and communicating these to stakeholdersExperience operating independently and supporting scalable ops strategy, planning, and execution in the midst of change and ambiguityExperience collaborating, influencing, and gaining strategic alignment within a matrixed environmentExperience driving transformational change in a cross-functional environmentPreferred Qualifications:Preferred Qualifications:Experience providing day-to-day oversight of a supplier/vendor(s)Knowledge of the tech / software industry business models and core processesBachelor's degree in a business, operations, HR, consulting or equivalent experiencePublic Compensation:$94,000/year to $136,000/year + bonus + equity + benefitsMeta is proud to be an Equal Employment Opportunity and Affirmative Action employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender, gender identity, gender expression, transgender status, sexual stereotypes, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law. Meta participates in the E-Verify program in certain locations, as required by law. Please note that Meta may leverage artificial intelligence and machine learning technologies in connection with applications for employment.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.#J-18808-Ljbffr

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