People Service Delivery Lead

4 weeks ago

Menlo Park, United States Meta Full time

**People Service Delivery Lead Responsibilities**:

- Manage complex cases and processes that require advanced domain expertise and troubleshooting skills
- Oversee service governance & monitoring, supplier oversight, operations monitoring, escalations management, process & technology improvement across one or more large functional areas
- Facilitate global connection between regions to ensure successful service delivery in order to optimize and evolve operations through partnerships, project/change management, reporting and forecasting
- Cross-functional collaboration and stakeholder management to solve end to end process and operational challenges while navigating various levels of sensitivity, complexity and ambiguity
- Create and oversee documentation around key work functions, providing training and mentoring support on your designated area of work
- Seek out opportunities to automate and enhance our operations to be more efficient (e.g. deflect or eliminate case demand), while keeping employee experience as the utmost priority
- Perform user acceptance testing on new system enhancements or bug fixes to ensure operational workflows are functioning as intended
- Regularly look for opportunities to up-skill and increase knowledge across domains, being adaptable to a fast paced changing environment

**Minimum Qualifications**:

- 6+ 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.

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