Responsibilities
- Oversee two managers and their teams responsible for handling HR inquiries from current and prospective employees, ensuring a customer-focused resolution process.
- Lead a data analyst in monitoring trends, SLA and KPI performance, identifying process improvements, and preparing quarterly business reviews.
- Develop and implement a global support strategy in collaboration with international and mergers & acquisitions teams.
- Strengthen team capabilities by building a skilled, cross-functional workforce with strong leadership development.
- Advise internal stakeholders at all levels on HR service policies, procedures, and standardized workflows.
- Act as the main point of contact during internal and external audits, creating corrective action plans and delivering reports to executive leadership.
- Oversee programs related to unemployment claims, employment verification, and employee record access and review.
- Handle sensitive and confidential information with strict discretion and appropriate protocols.
- Ensure service standards are clearly defined, communicated, and upheld to improve overall service delivery accountability.
- Promote a culture of operational excellence by mentoring staff to challenge existing processes and propose strategic improvements.
- Advance process consistency and employee experience by collaborating with process teams on automation and efficiency initiatives.
- Ensure seamless employee lifecycle management, including onboarding, status changes, terminations, and record maintenance.
- Maintain accurate documentation, workflows, and a centralized knowledge base for all service processes.
- Ensure compliance with legal documentation requirements for key HR events and fulfill ad-hoc data and record requests.
- Serve as a hands-on leader to reinforce a customer service mindset across the organization.
- Collaborate with service center managers to optimize ServiceNow usage for tracking, resolution, and reporting through dashboards and metrics.
- Identify and execute performance improvements by analyzing ServiceNow data, SLAs, KPIs, and employee feedback.
- Develop reporting tools and dashboards to provide leadership with real-time insights into service operations and performance.
Team
The Employee Service Center supports HR processes across the organization, ensuring data integrity and compliance, supporting manual transactions, and collaborating with People Product to enable digital solutions to scale employee lifecycle service. The team is driven by energy and a commitment to end-to-end process improvement and operational excellence.
Other
- The company is an equal opportunity employer dedicated to inclusivity and innovation, welcoming employees of all backgrounds. It supports equal employment regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, or Veteran status. Accommodations are available upon request.
- Applicants with arrest or conviction records will be considered in compliance with applicable state and local regulations.
- For Los Angeles County roles: Position requires safe and cooperative work with others, adherence to performance standards under stress, effective communication, and compliance with all laws and company policies. Criminal history may impact job suitability due to responsibilities involving judgment, trustworthiness, and operational integrity. The company complies with the Los Angeles County Fair Chance Ordinance.
