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Our Opportunity:

The HR Systems & Solutions team is seeking an experienced Senior Technical Program Manager (TPM) to join the Service Delivery Optimization (SDO) function. We are looking for someone who will lead complex, multi-functional programs that drive process improvement, optimize HR service delivery, and integrate technology solutions into scalable business operations. You will work with leaders in HR, IT, Finance, and Operations to align service delivery needs with organizational approaches. You will ensure program governance, partner alignment, and operational excellence. The ideal candidate is a strategic yet hands-on leader with deep expertise in HR technology (Workday preferred), program management, and service delivery optimization. This is a highly visible role requiring creativity, analytical skills, technical fluency, and the ability to influence across all levels of the organization. You will thrive in a fast-paced environment, manage ambiguity with confidence, and drive measurable outcomes that improve the Team Member and customer experience! What you'll do:

Service Delivery Optimization:

Uphold Delivery Optimization standard as a center of quality, productivity, and reliability.

• Analyze processes and implement simplification, efficiency, and engagement improvements
• Define and track metrics/dashboards to measure service performance and drive continuous improvement
• Act as a role model in collaborator engagement, driving alignment and cultivating a strong network of leaders; Listen and understand what motivates stakeholders, partners and customers

Project Management:

Lead cross-team and/or multi-phase projects from design through implementation with a focus on security and scalability.

• Define clear problem statements, program objectives, success criteria, and benchmarks that align with enterprise strategies
• Govern program portfolios by identifying risks, managing dependencies, and ensuring timely delivery.
• Deliver HR technology programs across all phases of planning, readiness, and launch
• Lead documentation management across the lifecycle, ensuring all scope, timeline, and approach changes are captured
• Maintain detailed project records and produce timely reports and presentations
• Conduct risk and milestone assessments, creating mitigation plans for portfolio derailments.
• Own delivery outcomes, ensuring technical service performance meets or exceeds expectations

Communication:

Lead the communication strategy across programs, providing executive-ready summaries of health, progress, risks, and issues.

• Serve as the central point of communication and reporting for program health, risks, and milestones
• Develop data-driven reports, dashboards, and recommendations to inform decision-making
• Conduct research and analysis, develop and present recommendations to senior management to effectively drive overall program management and implementation activities
• Adjust messaging for diverse audiences and communicate objectively on program status. Drive objectivity over subjectivity in the program status reporting process.

Resource & Capacity Management:

Monitor critical project pipeline volume and complexity, balancing active initiatives against team capacity.

• Monitor equitable allocation of resources across OP1 priorities, business-as-usual (BAU), and ad-hoc initiatives
• Track workload sustainability, backlog growth, and demand signals to identify risks of overextension
• Provide capacity insights to leadership, enabling proactive resourcing decisions and long-term workforce planning