NEW JOB OPENING
PEOPLE SERVICE DELIVERY LEAD
IN Remote, USA!

Required Education:

• High School Diploma is required.



Preferred Education:

• Bachelors Degree in related field is preferred.



Required skills:

• 8-10+ years of experience overseeing one or more service delivery functions (e.g., onboarding, offboarding, payroll, learning, benefits, transfers, etc.)

• Case management and HRIS administration

• Process design & documentation, SOP development

• Advanced Excel/Google Sheets (pivot tables, VLOOKUP, formulas)



Preferred skills:

• Proven attention to detail

• Problem solving skills

• Able to navigate ambiguity

• Experience applying AI tools and automation approaches in an operations environment (e.g., knowledge workflows, case triage support, quality monitoring, reporting automation)



Overview:



The People Service Delivery (PSD) team’s mission is to run the best people-focused service delivery business in the industry. Leading with care and empathy, we build efficient processes, systems, and programs that ensure employees feel heard and supported during the moments that matter most so they can do the best work of their careers.

Within PSD, the Service Delivery & Oversight team delivers regional, follow-the-sun service monitoring and governance, escalation management, and sensitive case resolution. We serve as a People Ops central point of coordination, partnering with cross-functional leaders to protect the health, integrity, and continuous improvement of our service delivery ecosystem.

The People Service Delivery Lead is an individual contributor responsible for end-to-end governance, monitoring, complex case management, delivery performance, and continuous improvement for one or more large functional areas and supporting vendors. This role partners closely with stakeholders to review and influence key health metrics and to drive measurable improvements in service outcomes, efficiency, and employee experience.

This role is ideal for someone who rolls up their sleeves, thrives in ambiguity, and is comfortable shifting priorities quickly as emerging business needs arise. You will dig into the details to identify service delivery gaps, lead escalations, and translate insights into durable fixes across process, policy, and technology.

A key expectation of this role is to be an active driver of AI adoption and creative problem solving in operations. You will look for opportunities to responsibly use AI and automation to reduce manual work, improve consistency, accelerate resolution times, and enhance the employee experience while ensuring strong governance, quality, and appropriate handling of sensitive information.



Responsibilities:

• Own complex case management and processes requiring advanced domain expertise, strong judgment, and structured troubleshooting

• Lead service governance & monitoring, supplier oversight, operational performance reviews, escalations management, and process/technology improvements across one or more large functional areas

• Drive AI-enabled operational improvement, including identifying use cases for automation, workflow optimization, knowledge management, and case deflection, balancing efficiency with employee care and quality outcomes

• Use creativity and data-driven thinking to reimagine service delivery, simplify employee journeys, and eliminate recurring friction points

• Facilitate global connection between regions to enable consistent, “follow-the-sun” execution and continuous improvement through partnerships, change management, reporting, and forecasting

• Partner cross-functionally to solve end-to-end operational challenges while navigating sensitivity, complexity, and ambiguity with professionalism and discretion

• Develop and maintain clear documentation (SOPs, playbooks, governance routines), and provide training/mentoring support within your scope

• Perform user acceptance testing for system enhancements/bug fixes, ensuring workflows function as intended and are operationally ready at launch

• Stay agile and adapt quickly to shifting priorities, re-assessing tradeoffs and focusing effort where it will have the greatest impact

• Continuously upskill across domains, tools, and emerging AI capabilities to strengthen operational excellence and influence



Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, qualified applicants will be considered for assignment with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.

• **Only those lawfully authorized to work in the designated country associated with the position will be considered.**

• **Please note that all Position start dates and duration are estimates and may be reduced or lengthened based upon a client’s business needs and requirements.**