People Service Delivery Lead

About the role

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• Menlo Park, CA +1 location
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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 that they can do their best work of their careers.

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 builds 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.

People Service Delivery Lead Responsibilities

Own development, organization, and execution of large, complex business and operational programs from inception through delivery, with little to no oversight; owning the program roadmap and scoping, making trade-offs to optimize time-to-release and clearly communicating goals, roles, responsibilities, and desired outcomes

• Deliver tooling that removes manual effort from people's operations workflows
• Partner with Engineering to shape system design and technical direction, translating people's operations needs into clear requirements
• Participate in design and solution reviews, holding a high-quality bar for what the team ships
• Deconstruct end-to-end employee lifecycle journeys (from hire through movement, leave, and exit) to identify seams, handoff failure points, and automation opportunities across teams and systems, then build the solutions that address them
• Drive AI-enabled operational improvements, including identifying use cases for automation, workflow optimization, knowledge management, and case deflection, balancing efficiency with employee care and quality outcomes

Improve efficiency and quality of systems and operations through end-to-end process frameworks and optimization initiatives, and design the change management that drives adoption of new processes, systems, or tooling, including training and communication plans for all levels, locations, and XFN partners

• Partner with HR Tech, engineering teams, and vendors to identify, build, and implement appropriate technology solutions; oversee system integration efforts and ensure a smooth transition and adoption
• Identify, escalate, and mitigate program risk proactively rather than reactively
• Move fluidly between audiences (SMEs, payroll leadership, engineering peers, and skip-level leadership), simplifying complex technical concepts for non-technical groups without losing precision, and maintaining open, candid, and trusting working relationships
• Monitor the stabilization of changes to ensure that processes and systems are executed per design

Minimum Qualifications

• 8+ 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, 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, 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

Preferred Qualifications

• 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 improvements 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

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