The Lead Specialist, People Operations Opportunity
We are seeking a seasoned and strategic Lead Specialist to drive operational excellence within our HR shared services organization. As a P4-level individual contributor, you will play a pivotal role in scaling and transforming People Operations through process optimization, shared services leadership, and technology enablement.
You will own end-to-end People Operations processes across the employee lifecycle, applying Lean, Six Sigma, and service design principles to standardize, centralize, and optimize work. You'll lead the design and evolution of a tiered shared services model (Tier 1 & Tier 2), driving measurable improvements in efficiency, SLA adherence, and employee experience. This role requires strong fluency in AI, automation, and Lean methodologies, with a focus on identifying and implementing AI-driven solutions to reduce manual processes, improve data accuracy, and enable self-service capabilities at scale.
What You'll Own
- Process Optimization & Shared Services Leadership: Partner with People COEs (Total Rewards, Talent, L&D), People Partners, and Business Leaders to translate business needs into scalable operational solutions. Design and evolve a tiered shared services model (Tier 1 & Tier 2) with case management, knowledge management, SLAs, KPIs, and escalation frameworks. Continuously improve end-to-end People Operations processes, targeting 20–40% reduction in manual work and measurable improvements in process cycle times and service efficiency.
- HR Systems & Technology Enablement: Act as a functional expert in HR systems (e.g., Workday HCM, ServiceNow), leveraging platform capabilities to drive scalable, efficient service delivery. Collaborate closely with IT and HR Technology teams to define system requirements, integrations, and automation strategies. Identify, prioritize, and implement AI and automation opportunities to enable self-service, streamline workflows, and drive improved employee experience.
- Data-Driven Insights & Continuous Improvement: Analyze ticketing data, service trends, and operational metrics to drive data-informed decisions and continuous improvement. Engage with Data & Analytics teams to define reporting frameworks and deliver actionable dashboards (case trends, SLA performance, workforce insights). Ensure high data accuracy and integrity across HR systems to support ≥95% SLA adherence and ≥20% reduction in escalations and re-opened cases.
- Cross-Functional Transformation & Change Management: Lead complex, cross-functional initiatives such as process redesign, system implementations, M&A integration, and global policy harmonization. Develop and execute change management strategies, ensuring successful adoption of new processes, tools, and operating models. Act as a key connector across functions, influencing stakeholders and driving alignment without direct authority.
- Case Management & Escalation Leadership: Act as the primary escalation point for complex or sensitive HR cases, applying strong judgment, root cause analysis, and problem-solving. Mentor and guide Tier 1 and Tier 2 shared services team members, fostering a culture of continuous improvement, operational excellence, and customer-centricity.
- Compliance & Documentation: Work with Legal and Compliance teams to ensure alignment with U.S. federal and global regulatory requirements. Ensure all People Operations processes and systems comply with U.S. federal, state, and local employment regulations, as well as internal policies and audit requirements. Maintain robust documentation, including process maps, SOPs, knowledge base content, and system configurations to support 100% adherence to employment laws and audit requirements.
What You Bring
- 6–8+ years of experience in People Operations, HR shared services, or operational excellence roles
- Deep expertise in tiered HR service delivery models, including case management, SLAs, knowledge bases, and escalation handling
- Strong hands-on experience with Workday HCM and familiarity with ServiceNow or similar HR service delivery platforms
- Proven experience in process redesign, shared services transformation, and global operations
- Demonstrated application of Lean, Six Sigma, or process improvement methodologies in HR environments
- AI & Automation fluency, including identifying and implementing AI-driven solutions, workflow automation, chatbots, or intelligent service platforms, with the ability to translate AI capabilities into practical business outcomes
- Advanced analytical and problem-solving skills, with the ability to leverage data for decision-making and lead complex, cross-functional projects and change initiatives
- Excellent stakeholder management and communication skills, with the ability to influence across all levels
- Bachelor's degree required or equivalent experience
Nice To Have
- Strong understanding of U.S. federal employment laws and compliance requirements (e.g., FLSA, FMLA, ADA, EEO) and their impact on HR operations
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