Role Overview
* The VP, Employee Success People Services will lead a global team of high-performing professionals across Tier 1, and 2 services, driving operational excellence, scalability, and a premier employee experience. This leader will champion continuous improvement initiatives and leverage innovative technology—including AI-powered Agentforce—to redefine service delivery. Reporting to the VP of Employee Success Global Operations, this role will shape and execute a transformative shared services strategy that aligns with the organization’s growth and maturity.
* As we evolve our operating model, the VP will optimize the integration of Tier 0 (self-service and automation), Tier 1 (initial employee interactions), and Tier 2 (specialized support) services while fostering collaboration with Centers of Expertise (COEs). This individual will drive results by delivering efficient and effective employee services globally.
Key Responsibilities
Service Design and Optimization:
* Establish and refine service standards for Tier 1, and 2 People Services, ensuring alignment with business needs and employee expectations.
* Drive adoption of AI Agentforce to enhance self-service capabilities and empower teams with intelligent solutions for complex inquiries.
Employee-Centric Service Delivery:
* Build a seamless, integrated experience across all tiers of People Services to meet employees where they are with solutions tailored to their needs.
* Identify and implement innovative initiatives that enhance the employee journey while delivering measurable business impact.
Operational Excellence:
* Lead operational reviews to ensure service levels and outcomes go above and beyond, addressing issues efficiently and in line with organizational policies.
* Analyze and act on data from all tiers to identify trends, resolve difficulties, and drive continuous improvement.
Collaboration and Relationship Building:
* Partner closely with COEs and Employee Success Business Partners to align service delivery with broader ES (HR) strategies.
* Develop influential relationships with internal team members to deliver tailored solutions that drive organizational success.
Team Leadership and Development:
* Manage, motivate, and coach a global team, instilling a culture of excellence, execution, and accountability.
* Invest in employee growth by providing coaching, feedback, and development opportunities across all tiers of service delivery.
* Continue to build and scale teams in hub locations including Mexico, Ireland and India.
Technology and Process Innovation:
* Champion the integration of AI Agentforce and other technologies to enhance service capabilities and unlock efficiencies.
* Lead process improvement initiatives to improve efficiency, optimize resource allocation, and deliver exceptional service quality.
Resource Management:
* Set priorities and allocate resources effectively across Tier 1, and 2 teams to meet global demands and achieve strategic objectives.
* Oversee issue resolution processes to maintain service continuity and high standards of employee satisfaction.
Qualifications and Experience
Required Qualifications:
* Bachelor’s degree in Human Resources, Business Administration, or a related field.
* 10+ years of progressive HR experience, including building out shared services or HR operations roles.
* Proven success in managing Tier 0, 1, and 2 People Services functions in a global, matrixed environment.
* Expertise in HRIS systems, with strong preference for Workday experience.
* Demonstrated ability to create and operationalize a customer-centric vision, achieving buy-in and collaboration across multiple team members.
* Proven leadership experience, including building, developing, and inspiring high-performing global teams.
* Strong focus on employee development and a track record of fostering a culture of accountability and innovation.
* Comprehensive understanding of HR Shared Services models and best practices in a multi-country context.
Why Join Us?
* Lead a global function that is redefining employee experience through innovation and excellence.
* Join a collaborative, inclusive organization committed to continuous improvement and growth.
* Be at the forefront of transforming People Services with innovative technology, including AI Agentforce, while driving operational maturity and scalability.
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