People Services Center, Manager

| Austin
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Facebook's mission is to give people the power to build community and bring the world closer together. Through our family of apps and services, we're building a different kind of company that connects billions of people around the world, gives them ways to share what matters most to them, and helps bring people closer together. Whether we're creating new products or helping a small business expand its reach, people at Facebook are builders at heart. Our global teams are constantly iterating, solving problems, and working together to empower people around the world to build community and connect in meaningful ways. Together, we can help people build stronger communities — we're just getting started.

The Global People Operations team strives to create and deliver a seamless and positive employee experience across the entire employee lifecycle. Leading with care and empathy, we develop efficient and simple people processes, systems, policies, and programs. We deliver data that is useful and accurate to create People-related strategies across the business. We manage people knowledge and build project management capability across our company. Our work also ensures Facebook remains protected and compliant. We strive to ensure employees feel heard and given the resources and support they need during the most important moments during their careers. 

The People Services Manager role will ensure the delivery of consistently accurate data and its standard processes across the entire employee lifecycle. This role will oversee and manage the day-to-day key People processes, ensure data is accurate, in compliance and provides the best experience to our employees. 
They will oversee a team of People Services Specialists that manage & execute many of our critical processes on behalf of the company, as well as working closely with our internal and external partners. The ideal candidate will exhibit strong leadership and management capabilities, attention to detail, a passion for outstanding customer service, critical thinking capabilities, and deep analytical and problem solving skills.

Responsibilities

  • Monitor NPS and key performance metric scores and implement changes to continually increase performance against service level agreements (SLAs), quality, and customer satisfaction.

  • Monitor and audit case interaction quality and proactively implement measures to minimize escalations.

  • Serve as a point of contact on HR policies and coach and mentor team, playing an active role in developing expertise.

  • Define a three-tiered support structure and process with clear escalation paths, issue analysis strategy.

  • Manage the accuracy and delivery of transactions and processes and ensure they are completed at the highest standards.

  • Manage a team responsible for case management and processes across the entire employee lifecycle and ensure customer service expectations are met.

  • Develop and deliver training to relevant teams and partners on process updates and enhancements.

  • Manage and facilitate regular quality management reviews and audits.

  • Partner with internal and external teams (e.g. offshore vendors, IT, People Analytics, Global People Operations) to develop processes and align on goals and expectations of service delivery.

  • Seek out opportunities to automate and enhance our operations to be more efficient, while keeping employee experience as the utmost priority.

  • Oversee key operational SOX (Sarbanes-Oxley Act) controls.

  • Lead and complete additional projects as needed.

Minimum Qualifications

  • 5+ years of experience in HR and/or Operations

  • 2+ years of management experience

  • BA/BS degree

  • Experience with case management tools such as Salesforce Service Cloud

  • Computer experience including MS Office applications

  • Excel experience including creating pivot reports, VLOOKUPs, and charts/graphs

  • Experience working with confidential information

  • Experience planning and aligning with cross-functional and global partners to create a consistent employee experience

  • Experience in delivering results that improve productivity and employee experiences

  • Experience providing customer service and continuous improvement of processes

Preferred Qualifications

  • Experience using Workday or other HRIS systems

  • Shared services experience

  • Experience in a customer service role

  • Experience recommending feedback and data-driven opportunities for continuous improvement

  • Lean Six Sigma Green Belt certification

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Location

300 W 6th St, Austin, TX 78701

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