설명
POSITION OVERVIEW
As People Services Leader, you'll lead a human-centered people service team driving seamless employee experience while driving improvements across our technology and operations ecosystem. This isn't traditional service management, you'll build the future of employee experience through systems thinking, cross-functional collaboration, and innovative service design that goes far beyond conventional support operations. 
KEY RESPONSIBILITIES
Strategic Leadership & Vision
· Demonstrated experience driving a transformation agenda while delivering on BAU requirements, with a focus on continually transforming and digitizing the function
· Experience in leading global business process improvement initiatives, including waste elimination, development of best practice tools, process automation, and providing strategic guidance on sustainable controls and communication of improvements
· Design and implement service delivery models that prioritize employee outcomes over traditional operational metrics
· Collaborate with other functional leaders to create seamless employee journeys that span technology, operations, and human touchpoints
· Transform traditional support into proactive, predictive employee experience delivery
Operational Excellence
· Maintain and enhance service delivery standards while implementing new integrated operating models
· Design workflows that seamlessly blend human expertise with AI platforms (Moveworks) and case management systems (ServiceNow)
· Establish feedback loops that turn employee interactions into systematic improvements and eliminate friction.
· Drive service metrics aimed at employee experience outcomes
Team Leadership & Development
· Develop team members who combine deep HR domain expertise with technology-first mindsets
· Create strong working relationships with technology and people operations teams to enable integrated service delivery
· Implement career development programs that prepare team members for advancement
· Guide team through transformation from traditional support roles to strategic employee experience contributors
Cross-Functional Integration
· Work closely with Experience Technology and Strategic Core Systems teams to optimize employee-facing technology
· Coordinate with Mexico HR Operations for complex case resolution and knowledge sharing
· Provide rich qualitative insights to Metrics & Data Intelligence team to inform system-wide improvements
REQUIRED QUALIFICATIONS
Experience & Background
· 10+ years of progressive leadership experience in employee services, HR operations, or customer experience roles
· 5+ years managing teams of 15+ people in complex, multi-stakeholder environments
· Proven track record of transforming traditional service operations into strategic, experience-focused capabilities
· Experience with integrated technology platforms (ServiceNow, Workday, AI platforms preferred)
· Background in change management and organizational transformation initiatives
Leadership Capabilities
· Systems Thinking: Ability to see connections between human interactions and broader organizational systems
· Strategic Vision: Can translate employee needs into systematic improvements across technology and operations
· Cross-Functional Influence: Successfully partners across organizational boundaries without direct authority
· Innovation Mindset: Drives creative solutions that go beyond traditional service delivery approaches
· Cultural Transformation: Builds high-performing teams through periods of significant change
Technical & Analytical Skills
· Service Delivery Expertise: Deep understanding of modern service delivery methodologies and employee experience design
· Technology Integration: Experience with HRSD platforms, AI-powered support tools, and workflow automation
· Data-Driven Decision Making: Uses analytics and employee feedback to drive continuous improvement
· Process Optimization: Proven ability to redesign processes for efficiency and experience outcomes
Communication & Stakeholder Management
· Collaborative Leadership: Builds strong relationships across diverse teams and cultural contexts
· Change Communication: Effectively communicates vision and progress during transformation periods
PREFERRED QUALIFICATIONS
· Background in Technology implementations or digital transformation initiatives
· Experience with AI/ML platforms and automation in employee service delivery
-This position requires the ability to legally operate motor vehicle on a regular basis
Remember to attach your CV when applying to this vacancy.
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선발된 지원자는 이 직무를 위해 25% 미만의 출장을 다녀야 합니다.
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