Remote Job Description

The mission of Meta’s People Operations Team is to run the best people focused service delivery business in the industry. As part of the Meta’s People Organization, the People Operations Team strives to create exceptional people experiences and programs at scale across the entire employee and contingent workforce lifecycle. Leading with care and empathy, we develop efficient and simple processes, systems, policies, and programs. 

We oversee knowledge management of people policies and practices and design solutions to create better and seamless experiences across our company. Our work also ensures Meta remains compliant with all people-related regulations and applicable privacy laws around the world. 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.
 
The ideal candidate for this role is someone who has built and managed high performing, operational teams focused on delivering People services at scale. This leader is a strong communicator and people leader and understands the value of maintaining healthy, collaborative cross functional relationships. This is an internal-facing role that will be the business owner for scaling our people service delivery function while ensuring that all the stakeholders are involved and aligned throughout the process. 

This role will be responsible for oversight of operational teams focused on managing complex projects and driving improvement of operational execution
 related to Meta’s employee lifecycle processes.

Director, People Service Delivery Responsibilities

  • Lead the people service delivery teams focused on employee lifecycle processes including employee onboarding, benefits, internal mobility and many others ensuring these programs are well managed, efficient, and deliver the needed support to Meta employees throughout the employment lifecycle.
  • Build and lead high performing teams needed to deliver improvements in organizational performance and health, including playing an active role in uplifting functional and subject-matter expertise, identifying growth areas and leading with care.
  • Continuously raise the bar on benchmarks for service delivery and operational efficiency through creation of metrics-driven culture.
  • Partner with cross-functional leaders to identify opportunities to drive improvements in organizational performance ensuring the team executes seamlessly to deliver business outcomes that are consistent, repeatable and measurable.
  • Lead and influence end-to-end process improvement, scalability and automation to support company growth.
  • Develop a strategy in partnership with other People Ops leaders, HR Tech, Benefits, Recruiting, Payroll and other cross-functional partners to build consistent experiences for our employees that scale through automation and enhance the end-to-end employee experience in moments that matter.
  • Drive change management efforts needed to affect operational uplift including adoption of new systems, programs and process changes.
  • Navigate complex global requirements and regulatory constraints to design programs that consistently deliver on challenging business objectives in a fast moving environment with the operational excellence and rigor required to meet Meta’s high quality standards.
  • Analyze and report metrics on people systems activities in support of strategic decision-making initiatives and for ongoing measurement and continual improvement.
  • Understand business vision and proactively determine strategies to support the business achieving its goals.

Minimum Qualifications

  • 15+ years of experience in scaled service delivery, including knowledge of HR technology, digital solutions, employee experience or customer-facing technology environment
  • Experience building and scaling teams, developing long-term roadmaps, and formulating action plans to operationalize vision
  • Experience influencing at all levels within an organization, including building consensus with stakeholders and implementing company-wide changes
  • Awareness of HR best practices as well as legislative and regulatory constraints with experience executing programs to meet these requirements for a highly demanding and dynamic workplace
  • Knowledge of HRIS systems and experience leading global projects

Preferred Qualifications

  • Bachelor's degree
  • Experience working in a customer-related field such as customer service, digital experience, customer acquisition or significant exposure to HR process and practice, including experience working in a consulting company
  • Experience with Salesforce, Workday, Cornerstone, Workplace, headcount management, and workforce planning systems
  • Project Management Professional (PMP) and/or Six Sigma certification (Greenbelt or Blackbelt)
  • Experience with SDLC, Agile, Scrum, and similar methodologies