The People Service Delivery (PSD) team's mission is to run a high-performing, people-focused service delivery organization. Leading with care and empathy, we develop efficient processes, systems, and programs. We aim to ensure employees feel heard and have the resources and support they need during the most important moments so they can do impactful work. The People Service Delivery Lead sits at the intersection of people operations domain expertise and hands-on engineering. This role owns large-scale transformation programs end to end, and, unlike a traditional program role, also contributes to designing and building the solutions those programs depend on. This lead reads HR, payroll, and people-operations workflows fluently, identifies where the seams and inefficiencies are, and then helps architect tooling solutions that close them. Working closely with leaders across People Operations, executive sponsors, engineering, and other key XFN stakeholders, this lead challenges assumptions and the status quo to improve processes, reduce barriers, and mitigate risks. Much of the work is greenfield: problems arrive without a playbook, and this lead defines the path as they walk it. This person does not need to have the "correct" answer to everything. What matters is the ability to quickly drive the conversation toward a productive solution by bringing together the right people, process, and technology, including building a working prototype when that is the fastest way to create clarity. A key expectation of this role is to be an active driver of AI adoption and creative problem-solving in operations. This lead looks for opportunities to responsibly use AI and automation to reduce manual work, improve consistency, accelerate resolution times, and enhance the employee experience while ensuring strong governance, quality, and appropriate handling of sensitive information.

Qualifications:

8+ years of experience in managing large-scale, global transformation or continuous improvement initiatives aimed at improving business processes, systems, and operations, with demonstrable business results Domain knowledge of HR, payroll, or people-operations processes, or demonstrated experience in ramping quickly into a complex operational domain Experience designing or operating HR processes spanning multiple stages of the employee lifecycle (e.g., hire/onboarding, movement, leaves and time away, compensation and payroll events, and offboarding), with an understanding of how upstream decisions create downstream operational load Experience operating independently through ambiguity on greenfield problems, navigating competing and shifting priorities to maintain momentum, and delivering results in a detail-oriented, highly organized manner Experience problem-solving using data, translating thorough examination and analysis into action Experience working in an XFN environment: building relationships, consensus building, and motivating teams at all levels, technical and non-technical, to get colleagues on board with the benefits of transformational change Knowledge and understanding of the tech and software industry's business models and core processes Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews) Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements) Experience in understanding and facilitating change in a dynamic environment: handling challenges and pushback from senior stakeholders Experience in requirement analysis techniques and methodologies, and delivering business value through process improvement in a high-tech operations space Comfortable working in a modern web stack (TypeScript, React) environment and able to hold substantive technical conversations with engineering partners Bachelor's degree in a technical, business, or operations discipline, or equivalent experience