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 develop efficient processes, systems, and programs. We aim to ensure employees feel heard and have the resources and support they need during the most important moments so they can do the best work of their careers.
As a member of PSD, the Service Delivery Operations Lead ensures the seamless delivery of HR services to Meta employees globally. The person in this role is responsible for overseeing the transformation of the services we deliver by influencing the direction of programs to ensure solutions are scalable and aligned to long-term strategy. Working closely with leaders across People Operations, executive sponsors, and other key XFN stakeholders, the Service Delivery Operations Lead challenges assumptions and the status quo to improve processes, reduce barriers, and mitigate risks.
This role requires the ability to build trust with leadership and manage communication channels across all levels of the organization. The Service Delivery Operations Lead is an important spokesperson for sharing program vision, strategy, benefits, direction, status, and recommendations. This person does not need to have the "correct" answer to everything but, rather, should be able to quickly drive the conversation toward a productive, programmatic solution by including the right people, process, and technology. The ideal candidate will exhibit leadership, persistence, patience, attention to detail, self-motivation, and have a collaborative and positive attitude.
Service Delivery Operations Lead ResponsibilitiesOperate and improve complex business and operational workflows with little to no oversight.Participate in Org wide efforts to uplift and improve complex business/operational workflows supporting the end-to-end employee lifecycle (onboarding, pay and benefits, offboarding, and compliance).Improve efficiency and the quality of systems and operations through designing and implementing end-to-end process frameworks, change management, and optimization initiatives.Manage and simplify complex business problems, leverage and analyze data to determine opportunities, drive quick decisions, and create cases for change where appropriate.Partner with HR Tech and suppliers to identify and implement appropriate technology solutions to support business transformation.Oversee system integration efforts and ensure smooth transition and adoption of new technologies.Make appropriate tradeoffs to optimize time-to-release, clearly communicate goals, roles, responsibilities, and desired outcomes to internal XFN stakeholders.Exercise sound and practical business judgment and the ability to think strategically and implement practical and actionable solutions.Facilitate effective communication channels and mechanisms to promote collaboration and engagement, partner with XFN partners and leadership to operationalize initiative goals, maintain accurate priorities, and hold teams accountable for execution.Effectively and simply communicate complex concepts to multiple stakeholder groups.Maintain open, candid, and trusting work relationships.Design change management for implementation to drive adoption of new processes or changes.Develop training and communication plans for all levels, locations, and XFN partners.Monitor stabilization of changes to ensure processes are executed per design.Minimum Qualifications12+ years of experience managing large-scale, global transformation/continuous improvement initiatives aimed at improving business processes, systems, and operations with demonstrable business results.Experience operating independently 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 XFN environment, consensus building, collaboration, and getting colleagues onboard with benefits of transformational change.Ability to effectively build relationships, collaborate with, and motivate XFN teams across all levels.Preferred QualificationsUnderstanding and facilitating change in a dynamic environment - handling challenge and pushback from senior stakeholders.Ability to effectively build relationships, collaborate with, and motivate cross-functional teams across all levels.Effective communication skills, including the experience defining and simplifying complex concepts and communicating them back to stakeholders.Experience being adaptable and resilient when faced with conflicting priorities, multi-tasking to get things done in a fast-paced, ambiguous environment.Experience in requirement analysis techniques/methodologies and delivering business value through process improvement in high-tech operations space.Knowledge and understanding of the tech/software industry business models and core processes.Breadth of knowledge of LEAN tools and methodologies.Bachelor's degree in a technical, business, or operations discipline or equivalent experience.Location: Data Center
About MetaMeta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram, and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology.
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