The People Service Delivery (PSD) team's mission is to run an efficient, people-focused service delivery operation. Leading with care and empathy, we develop thoughtful processes, systems, and programs. We ensure that employees feel heard and have the resources and support they need at the moments that matter most, so they can do the best work of their careers. The People Service Delivery Manager sits at the intersection of people leadership, people operations domain expertise, and hands-on engineering. This role is the business owner for scaling the people service delivery function: building an operations team with clear goals, defined metrics, and consistent delivery outcomes, owning large-scale transformation programs end to end, and setting technical direction for the solutions those programs depend on. This manager reads HR, payroll, benefits, leaves and people-operations workflows fluently, identifies where the seams and inefficiencies are, and brings a "tech first" mindset to closing any gaps. Working closely with leaders across People Operations, executive sponsors, engineering, and other key XFN stakeholders, this manager 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 manager defines the path as they walk it. What matters is not having the "correct" answer to everything, but 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 solutions and creative problem-solving in operations. This manager 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 clear governance, quality, and appropriate handling of sensitive information.

Qualifications:

12+ years of experience 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, benefits, leaves, accommodations, entity management, or people-operations processes, or demonstrated experience in ramping quickly into a complex operational domain Experience building, managing, and scaling high-performing operational teams delivering people services at scale, including coaching, performance management, and talent development Experience designing or operating HR processes spanning multiple stages of the employee lifecycle (e.g., hire and onboarding, movement, benefits, leaves and accommodations, compensation and payroll events, and offboarding), with an understanding of how upstream decisions create downstream operational loads Experience operating independently through ambiguity on problems without an established playbook, navigating competing and shifting priorities to maintain momentum, and delivering results in a structured and well-documented manner Experience problem-solving using data and requirement analysis techniques, translating thorough examination and analysis into action Experience defining, tracking, and improving operational metrics to drive team performance Experience working in a cross-functional environment: building relationships, consensus, and collaboration across all levels (technical and non-technical), and navigating challenges and pushback from leadership stakeholders to land transformational change Comfortable with ambiguity: it thrives where no playbook exists and builds the path forward Experience in a shared service environment with customer satisfaction at the forefront and center Bachelor's degree in a technical, business, or operations discipline, or equivalent experience Knowledge and understanding of tech and software industry business models and core processes, including delivering business value through process improvement in a high-tech operations space Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews) Comfortable working in a modern web stack (TypeScript, React) and able to hold substantive technical conversations with engineering partners Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements) Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies Experience building internal tooling or automation for HR, payroll, benefits, leaves, accommodations, or other operational functions