People Service Delivery Lead

The People Service Delivery (PSD) team’s mission is to run the best people focused service delivery business in the industry. 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 the best work of their careers. As part of PSD, the Learning Operations team delivers learning programs for Meta learning teams. The People Service Delivery Lead in the Learning Operations team is an individual contributor responsible for the end-to-end management of in-person and virtual training sessions, from initial setup and preparation to real-time support to post-event close-out and continuous improvement.People Service Delivery Lead Responsibilities

• Operationalize demand plans with session scheduling and delivery partners
• Manage facilitator logistics, ensuring internal and external presenters are scheduled and ready for their sessions
• Oversee enrollment monitoring to ensure we maximize session capacity, and make adjustments as needed to prevent cancellation costs
• Monitor “day of” operations, including any technical or operational escalations
• Manage process documentation to ensure we follow high-quality, repeatable processes
• Identify and act on opportunities to automate and enhance our operations to be more efficient
• Use KPIs to create and deliver regular session delivery health reviews & insights for learning and development stakeholders
• Oversee change management processes and training of vendor team via knowledge transfers
• Monitor stabilization of changes to ensure processes are executed reliably and at scale
• Collaborate cross-functionally across Learning Operations, People Service Delivery and People Development stakeholders to solve root learning operations challenges, while navigating various levels of complexity and ambiguity
• Develop strong partnerships with and oversight of supplier to ensure governance and service monitoring
• Monitor tiered service health and performance via dashboards, reporting, analytics & insights
• Identify, prioritize, and execute continuous process improvement initiatives that improve overall service delivery
• As needed, perform user acceptance testing on new system enhancements or bug fixes to ensure operational workflows are functioning as intended

Minimum Qualifications

• 4+ years of experience overseeing one or more people service delivery functions (learning, onboarding, offboarding, payroll, benefits, transfers, etc)
• 2+ years of experience managing training session delivery or event management operations
• Proven data and reporting skills, including the experience to translate and track larger organizational KPIs within your area of work
• Experience working with core learning and HR systems (Cornerstone/LMS, Workday, Salesforce, etc.)
• Experience tracking and updating work within project management tools (e.g., Asana)
• Experience navigating competing/shifting priorities and getting things done in a fast-paced, ambiguous environment
• Experience performing root-cause analysis to problem-solve and produce measurable outcomes
• Effective communication skills, including defining and simplifying complex concepts and communicating these to stakeholders
• Experience operating independently and supporting scalable ops strategy, planning, and execution in the midst of change and ambiguity
• Experience collaborating, influencing, and gaining strategic alignment within a matrixed environment
• Experience driving transformational change in a cross-functional environment

Preferred Qualifications

• Experience providing day-to-day oversight of a supplier/vendor(s)
• Knowledge of the tech / software industry business models and core processes
• Bachelor's degree in a business, operations, HR, consulting or equivalent experience

LocationsAbout Meta Meta builds technologies that help people connect, find communities, and grow businesses. When Facebook launched in 2004, it changed the way people connect. Apps like Messenger, Instagram and WhatsApp further empowered billions around the world. Now, Meta is moving beyond 2D screens toward immersive experiences like augmented and virtual reality to help build the next evolution in social technology. People who choose to build their careers by building with us at Meta help shape a future that will take us beyond what digital connection makes possible today—beyond the constraints of screens, the limits of distance, and even the rules of physics. Meta is committed to providing reasonable support (called accommodations) in our recruiting processes for candidates with disabilities, long term conditions, mental health conditions or sincerely held religious beliefs, or who are ne