Manager, People Shared Services

ABOUT THE JOB 

The Manager, People Shared Services will lead a pivotal function dedicated to delivering efficient, high-quality operational services across the organization. This role is responsible for both stabilizing a high-volume service environment and driving its strategic transformation into a modern, scalable, and AI-enabled shared services model. As a key leader on the People Operations team, you will leverage or HR systems, data-driven insights, and process optimization to improve the internal customer experience, foster self-service adoption, and ensure operational excellence and compliance across all shared service offerings. This position plays a critical role in advancing our organizational efficiency and agility.

WHAT YOU’LL DO 

Service Delivery & Operations

• Lead a centralized HR Shared Services function responsible for first-resolution inquiries and core operational processes, ensuring a positive internal customer experience.
• Drive the stabilization and elevation of a high-volume shared service environment, focusing on efficiency, quality, and compliance.
• Recruit, develop, and retain a high-performing team, ensuring rapid, accurate, and high-quality service delivery.

Strategic Transformation & Process Optimization

• Transform HR Shared Services into a scalable function aligned with organizational growth and strategic objectives.
• Shift the service delivery model from transactional dependency toward structured self-service enablement, fostering employee autonomy.
• Conduct comprehensive assessments of the current operating model—including workflows, knowledge base maturity, response quality, and performance metrics—to identify opportunities for improvement.
• Champion continuous improvement by challenging the status quo and adopting innovative ways of working.

Technology & Automation

• Lead the operational optimization of shared services platforms to enhance productivity, bandwidth, and service quality.
• Collaborate closely with technology and process teams to reduce friction, improve automation, and strengthen digital workflows across the organization.
• Assess, redesign, and maintain the Shared Services knowledge base to ensure accuracy, usability, and alignment with current policies.

Performance Management & Analytics

• Establish and maintain rigorous operational discipline through structured KPI design, performance management, and clear accountability standards.
• Develop reporting dashboards and analyze service metrics—including response time, resolution quality, and internal customer satisfaction—to proactively address bottlenecks and systemic issues.
• Monitor service drivers and partner cross-functionally to eliminate root causes of avoidable inquiries and improve end-to-end experiences.

Stakeholder Partnership & Team Development

• Build strong partnership relationships with functional Centers of Excellence (COEs) to ensure consistent support and seamless internal customer experiences.
• Develop team members through a structured observe-feedback-coach approach, fostering a talent pipeline and a high-energy, accountable culture that balances service excellence with operational discipline.

REQUIRED QUALIFICATIONS 

• 5+ years of progressive leadership experience in a shared services or operational environment, including managing a team.
• People management and team leadership experience, with a track record of talent development.
• Demonstrated expertise in process improvement methodologies and leading change management initiatives within a service delivery context.
• Ability to manage and prioritize a heavy workload in a fast-paced, dynamic environment with evolving deadlines.
• Strong analytical skills with the ability to interpret complex data, identify trends, and derive actionable insights for operational improvement.
• Exceptional verbal and written communication skills, with a strong aptitude for problem-solving and influencing stakeholders.
• Meticulous attention to detail and strong internal customer acumen.
• A proactive leader who anticipates risks and implements preemptive solutions within the shared services framework.
• A role model in solutions-oriented thinking, fostering innovation and collaboration within the team and across functions.
• Proficiency in shared services platforms (e.g., Jira, Workday, etc.) and analytics tools.
• Must be a U.S. Person due to required access to U.S. export controlled information or facilities