People Operations • Lead

Who you are

You have a strong background in people operations, with experience in service delivery and oversight — you thrive in environments that require empathy and a focus on employee experience. You are skilled in governance and monitoring, ensuring that service delivery meets high standards of quality and efficiency. Your ability to manage complex cases and drive continuous improvement is complemented by your analytical mindset, allowing you to identify gaps and implement effective solutions. You are comfortable working with cross-functional teams and have a knack for building relationships that foster collaboration. You are adaptable and can pivot quickly in response to changing business needs, demonstrating flexibility in your approach to problem-solving.

Desirable

Experience with AI adoption in operational processes is a plus — you understand how to leverage technology to enhance service delivery and improve outcomes. Familiarity with automation tools and techniques will help you streamline processes and reduce manual work, contributing to a more efficient service delivery ecosystem.

What you'll do

In this role, you will be responsible for end-to-end governance and monitoring of service delivery within the People Service Delivery team. You will lead efforts to manage escalations and resolve sensitive cases, ensuring that employees feel supported during critical moments. Your focus will be on driving measurable improvements in service outcomes and efficiency, working closely with stakeholders to review key health metrics. You will dig into the details to identify service delivery gaps and lead initiatives that translate insights into durable fixes across processes, policies, and technology. A key expectation is to actively drive AI adoption and creative problem-solving in operations, looking for opportunities to responsibly use AI and automation to enhance the employee experience while maintaining governance and quality standards.

What we offer

At Meta, you will be part of a mission-driven team that prioritizes employee experience and service excellence. We offer a collaborative work environment where your contributions will have a direct impact on the organization. You will have access to resources and support to help you succeed in your role, including opportunities for professional development and growth. Join us in creating a people-focused service delivery business that sets the standard in the industry.