The People Service Delivery (PSD) team’s mission is to run the best people focused service delivery business in the industry. We’re seeking a leader with proven capacity to develop and implement effective strategies that drive results and growth to head our People Service Delivery Operations team. You will have built and managed teams that drive quality work with seamless execution, operational teams focused on delivering People services at scale. You must be an effective communicator and people leader who understands the value of maintaining healthy, collaborative cross functional (XFN) and supplier relationships. This is an internal-facing role that will be the business owner for scaling our people service delivery function while ensuring that all the stakeholders are involved and aligned throughout the process. You will oversee operational teams managing complex projects and driving improvement of operational execution related to Meta’s employee lifecycle process. You will need to be solution focused, ensuring the teams you support deliver high quality results in the most efficient and consistent manner possible by leveraging a “tech first” mindset.

Responsibilities

Lead the People Service Delivery Operations team focused on delivery of service to employees at Meta ensuring programs are well managed, efficient, and deliver the needed support to Meta employees throughout the employment lifecycle
Build and lead high performing teams needed to deliver improvements in organizational performance and health, including playing an active role in uplifting functional and subject-matter expertise, identifying growth areas and leading with care
Continuously raise the bar on benchmarks for service delivery and operational efficiency through creation of metrics-driven business
Partner with global cross-functional partners (XFN) leaders to identify opportunities to drive improvements in organizational performance ensuring the team executes seamlessly to deliver business outcomes that are consistent, repeatable and measurable
Lead and influence end-to-end process improvement, scalability and automation to support company growth
Drive change management efforts needed to affect operational uplift including adoption of new systems, programs and process changes
Navigate complex global requirements and regulatory constraints to design programs that consistently deliver on challenging business objectives in a fast moving environment with the operational rigor required to meet Meta’s high quality standards
Analyze and report metrics on people systems activities in support of strategic decision-making initiatives and for ongoing measurement and continual improvement
Understand business mission and proactively determine strategies to support the business achieving its goals

Minimum Qualifications

12+ years of experience managing large-scale, global transformation/continuous improvement initiatives aimed at improving business processes, systems, and operations with demonstrable business results
4 + years of people management experience leading teams
Experience operating under your own initiative, through ambiguity, being detail-oriented, and delivering results in a highly organized and structured manner
Experience problem solving using data, translating thorough examination and analysis into action
Experience working in an cross functional partner environment, consensus building, collaboration, and getting colleagues onboard with of transformational change
Experience working in a share service environment ensuring that customer satisfaction was front and center at all times
Proven experience in effectively building relationships, collaborating with, and motivating cross functional partner teams across all levels
Effective communication skills, including the experience defining and simplifying complex concepts and communicating them back to stakeholders
Demonstrated leadership skills with experience managing wide-ranging teams and influencing executives

Preferred Qualifications

Experience in requirement analysis techniques/methodologies and delivering business value through process improvement in high-tech operations space
Breadth of knowledge of LEAN tools and methodologies
Understanding and facilitating change in a dynamic environment - handling challenge and pushback from experienced stakeholders
Experience being adaptable and resilient when faced with conflicting priorities, multi-tasking to get things done in a fast-paced, ambiguous environment
Knowledge and understanding of the tech / software industry business models and core processes
Bachelor's degree in a technical, business, or operations discipline or equivalent experience
Experience working within an AI-native environment and/or leveraging AI-supported workflows

People Service Delivery Operations Manager

Job Description