Senior Manager, People Technology and Analytics

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #8 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

We are seeking a dynamic and experienced professional to join our organization as Senior Manager, People Technology and People Analytics. In this strategic leadership role, you will be responsible for overseeing the development, implementation, and optimization of technology solutions related to human resources, as well as driving the use of analytics to enhance our people-related decision-making processes. Additionally, the role will help various stakeholder groups make better informed business decisions through data.

Talkdesk’s current technology stack includes Workday, Lattice (Performance), Greenhouse (Recruiting), Bridge (LMS), and Tableau (Data Viz).

The ideal candidate will be passionate about crafting an outstanding, user focused and scalable experience for our employees and managers through deep listening, understanding the technologies involved, and partnering with IT and other key stakeholders within Talkdesk. The candidate will have demonstrated experience using technology and data to improve outcomes, leading teams, and partnering with others (e.g. IT, Sr. Leadership).

This role, reporting to the VP of People Operations, Systems and Workforce Planning, is an individual contributor position, but will require mentoring and guidance of other team members.

 

Responsibilities:

Strategy and Direction

• Combine business goals and employee needs to drive a product roadmap that fully utilizes the available technologies and serves our employees.
• Understand our employees deeply through various listening mechanisms (e.g. surveys, research, focus groups, interviews, forums/councils) to build personas that allow us to best serve our diverse employee base.
• Lead strategy to drive adoption and ease of use of data and analytics within various stakeholder groups
• Communicate direction and product priorities to the IT development team, other matrixed teams, and third-party partners.
• Develop measurements to track activity, engagement, accuracy, and satisfaction with Workday.
• Foster a culture of continuous learning and development within the People Technology and People Analytics teams.
• Provide mentorship, guidance, and support to team members, promoting their professional growth and ensuring alignment with organizational objectives.

HR Technology Management

• Oversee the implementation, optimization, and maintenance of HR technology systems, ensuring they meet the evolving needs of the organization.
• Stay abreast of industry trends and emerging technologies to recommend and implement innovative solutions that enhance HR processes and employee experiences.

People Analytics

• Lead the development and implementation of a robust people analytics framework, leveraging data to provide insights into workforce trends, performance, and engagement.
• Establish and track key performance indicators (KPIs) related to people analytics, providing regular reports to leadership for data-driven decision-making.

Compliance and Data Security

• Ensure compliance with relevant regulations and data security standards in the management and utilization of HR data.
• Implement and maintain policies and procedur