Operations Associate IV

Job Title: People Service Delivery Lead/ Operations Associate IVLocation:Remote (Preferred: California or New York)Duration: 10+ MonthsAbout the TeamThe 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, the team builds efficient processes, systems, and programs that ensure employees feel heard and supported during critical moments so they can perform at their best.Within PSD, the Service Delivery & Oversight team delivers:Regional, follow-the-sun service monitoring and governanceEscalation management and sensitive case resolutionCross-functional coordination to maintain service health, integrity, and continuous improvementRole OverviewThe People Service Delivery Lead is an individual contributor responsible for:End-to-end governance and monitoringComplex case managementDelivery performance and continuous improvementThis role supports one or more large functional areas and vendor partners, driving measurable improvements in service outcomes, efficiency, and employee experience.This is ideal for someone who:Thrives in ambiguityAdapts quickly to shifting prioritiesDives deep into operational challengesDrives AI adoption and process improvementsKey ResponsibilitiesOwn complex case management requiring strong judgment and structured problem-solvingLead service governance, monitoring, supplier oversight, and operational performance reviewsManage escalations and drive process and technology improvementsDrive AI-enabled operational improvements (automation, workflow optimization, knowledge management, case deflection)Reimagine service delivery using data-driven insights to improve employee experienceEnable global "follow-the-sun" operations through cross-regional collaborationPartner cross-functionally to resolve complex operational challenges with discretionDevelop and maintain SOPs, playbooks, and governance documentationProvide training and mentoring within scopePerform user acceptance testing (UAT) for system enhancements and bug fixesStay agile and prioritize high-impact workContinuously upskill in tools, domains, and AI capabilitiesMinimum Qualifications6+ years of experience in service delivery functions (onboarding, offboarding, payroll, benefits, etc.)Ability to manage competing priorities in fast-paced, ambiguous environmentsStrong experience in root cause analysis and delivering measurable outcomesExcellent communication and stakeholder management skillsAbility to operate independently while supporting operational strategyExperience working in cross-functional, matrixed environmentsProven experience driving transformation across process, technology, and stakeholdersDemonstrated interest in AI, automation, and workflow improvementPreferred QualificationsExperience managing vendor/supplier performance and governanceExperience applying AI tools in operations (automation, case triage, reporting, workflows)Understanding of tech/software industry operationsBachelor's degree in Business, HR, Operations, or related fieldTop 3 Must-Have SkillsCase management and HRIS administrationProcess design, documentation, and SOP developmentAdvanced Excel/Google Sheets (pivot tables, VLOOKUP, formulas)Good-to-Have SkillsStrong attention to detailProblem-solving abilityAbility to navigate ambiguityPerformance MetricsAbility to collaborate effectively within a teamQuality and accuracy of deliverablesTimely completion of tasksStrong organizational skillsWhy JoinFast-paced and dynamic environmentOpportunity to drive impactful decisionsDirect influence on processes and employee experienceExposure to AI-driven operational transformation