Manager, Employee Service Center

About the team

Our team is dedicated to delivering exceptional support to employees and partners by efficiently resolving cases in ServiceNow and processing transactions in Workday. We focus on ensuring seamless and timely experiences for all stakeholders across the organization.

About the role

We need a Manager who can lead our Employee Service Center Tier 2 team, a critical function within the People Organization. In this role, you’ll be at the heart of driving efficiency and accuracy, leading a team that coordinates system-focused tasks such as employee changes in Workday, auditing data, and handling large-scale transaction requests. You’ll work closely with HR Business Partners, Shared Services partners, managers, and employees across the company to ensure the execution of key processes, programs, and initiatives, crafting the employee experience and supporting our goals. This is a chance to create a tangible impact and play a vital role in a team that enables our company’s growth and success.
 

You Will Get To:

• Serve as the main resource for a solid team of Coordinators, Specialists, and Senior Specialists.
• Assess the ServiceNow case queue, ensuring timely and accurate handling of requests.
• Track and report on team performance, ensuring SLAs are met, and provide support to maintain consistent results.
• Represent the team in project meetings, identifying areas of opportunity and helping prioritize work (e.g., roadmap initiatives, process improvements).
• Use data to analyze team performance and trends, making data-driven recommendations for improvements.
• Support HR transactional work related to hires, job changes, manager changes, reorganizations, and compensation adjustments.
• Identify and provide learning and development opportunities to help team members grow diverse skills.
• Maintain the highest level of confidentiality regarding sensitive information, including employee and candidate records.
• Assist in coordinating HR programs, policies, and processes to improve the overall employee experience.

This role has been categorized as a Remote position. “Remote” employees do not have a permanent corporate office workplace and, instead, work from a physical location of their choice, which must be identified to the Company. U.S. employees may live in any of the 50 United States, with limited exceptions.

In California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC the standard base pay range for this role is $87,800.00 - $140,200.00 Annually. This base pay range is specific to California, Colorado, Connecticut, Hawaii, Illinois, Maryland, Minnesota, Nevada, New York, Washington state, and Washington DC and may not be applicable to other locations.

In addition to a competitive base salary this position is also eligible for equity awards based on factors such as experience, performance and location. Actual amounts will vary depending on experience, performance and location.

Who you are

• A strategic problem solver who can build and drive processes across the organization with a focus on efficiency and impact.
• Meticulous with a history of delivering accurate work and maintaining consistency.
• Extraordinarily organized and dedicated, with a proactive approach to leading tasks and meeting timelines.
• Skilled at prioritizing tasks and identifying urgent needs to keep operations running smoothly.
• Quick to learn and adapt to new processes, systems, and technologies.
• A collaborative team player, always eager to lend a hand and support colleagues when needed.
• A solid communicator, skilled at conveying information clearly and effectively, both in writing and verbally.
• Discreet and dependable, with a sound sense of responsibility in maintaining confidentiality and handling sensitive information.

Qualifications

• 2-3 years of experience supporting a team in people operations, employee services, or shared services.
• Experience working with and using Workday and ServiceNow.
• Proficiency in Google Suite, Excel, and PowerPoint.

Get to know us

Zillow is reimagining real estate to make home a reality for more and more people.

As the most-visited real estate website in the United States, Zillow® and its affiliates help movers find and win their home through digital solutions, first class partners, and easier buying, selling, financing and renting experiences. Millions of people visit Zillow Group sites every month to start their home search, and now they can rely on Zillow to help make it easier to move. The work we do helps people get home and no matter what jo