People Service Intake and Transformation Lead - Vendor Management

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.

This People Service Intake and Transformation Lead plays a pivotal role in shaping our vendor landscape, ensuring that solutions are scalable, aligned with long-term strategy, and meet the evolving needs of the organization. By collaborating closely with leaders across People Operations, executive sponsors, vendor leads, and key cross-functional stakeholders, this leader drives innovation and improvement across our portfolio of vendors, challenging assumptions and the status quo to streamline processes, eliminate barriers, and mitigate risks. To succeed in this role, this key team member must build trust and effectively manage communication channels across all organizational levels. This role drives business outcomes by providing direction and guidance on key health metrics, identifying opportunities for efficiency gains, and optimizing delivery models.

This person does not need to have the “correct” answer to everything but, rather, should quickly drive the conversation toward a productive, programmatic solution by including the right people, process, and technology. The ideal candidate will exhibit leadership, persistence, patience, attention to detail, self-motivation, and collaboration.People Service Intake and Transformation Lead - Vendor Management Responsibilities

• Develop and execute strategic plans to transform People Operations, leveraging vendor partnerships to drive scalable and efficient solutions
• Partner with cross-functional and engineering teams to identify opportunities for automation, process improvement, and cost optimization
• Execute delivery of multi-year programs integrating supplier delivery with enabling functions including Service Intake, Transformation, Quality Assurance, and Metrics and Measurement ensuring continuous improvement
• Build and maintain solid relationships with vendors, ensuring seamless delivery of services and programs
• Drive change management initiatives to ensure successful adoption of new processes and technologies
• Collaborate with leaders across People Operations to uplift organizational performance, ensuring consistent, repeatable, and measurable business outcomes
• Develop and maintain metrics-driven programs to measure supplier performance, customer satisfaction, and operational efficiency
• Identify opportunities for process automation and partner with Human Resources Tech and engineering teams to drive solutions

Minimum Qualifications

• 10+ years of experience in program management, vendor management, transformation, or operations leadership roles
• Experience activating new contracted services/products, creating/implementing issue management systems, establishing KPI/metrics, and managing working relationships with the customer success/account teams
• Proven track record of delivering business value through strategic partnerships, process improvement, and technology solutions
• Experience operating autonomously across multiple teams, with demonstrated critical thinking and thought leadership
• Application of problem-solving skills to challenge the status quo and develop efficient workflows and engagement models
• Communication and interpersonal skills, influential to stakeholders/technical teams

Preferred Qualifications

• Bachelor's degree in Business, Engineering, or equivalent experience
• Experience working with/supporting a global customer/user base
• Knowledge of HR best practices, legislative, and regulatory constraints
• Experience being adaptable and resilient when faced with conflicting priorities, multi-tasking to get things done in a fast-paced, ambiguous environment
• Experience in requirement analysis techniques/methodologies and delivering business value through process improvement in high-tech operations space
• Knowledge and understanding of the tech / software industry business models and core processes
• Knowledge of LEAN tools and methodologies

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