Hybrid:

We offer a hybrid work model designed to give you the best of both worlds-flexibility and meaningful in-person connection. You'll spend three days a week with us at our Windsor office (2072 Riverside Drive E.), where you can collaborate, learn, and feel part of a supportive community, while still enjoying the freedom to work remotely on other days.

If you're not currently within commuting distance, we welcome applicants who are open to relocating and joining our team here in Windsor.

Position Summary:

This role is responsible for enhancing the employee and manager experience by designing and delivering a seamless, digitally enabled journey across all stages of the employee lifecycle. It focuses on integrating global and locally relevant tools, simplifying processes, and embedding self-service and AI-driven capabilities to create more intuitive, efficient, and personalized workdays.

Who Will Love this position:

This role is perfect for someone who enjoys simplifying the way people work and creating experiences that help employees and leaders succeed. You'll thrive here if you're passionate about turning information into easy-to-use solutions, improving processes, and making it easier for people to find the support they need when they need it.

You'll play a key role in shaping how employees interact with P&E by connecting knowledge, tools, and digital solutions to create a seamless and personalized experience. Using your expertise in P&E operations, employee lifecycle support, knowledge management, and continuous improvement, you'll help build smarter, more efficient ways of working - including leveraging AI-enabled solutions.

This is an opportunity to make a visible impact by increasing self-service, reducing complexity, and helping create a more connected, responsive, and engaging employee experience.

What you will do:

Knowledge Management & Operational Documentation

• Manage and maintain P&E operational knowledge content including policies, procedures, FAQs, onboarding resources, and employee support documentation ensuring it remains accurate, current, compliant and easily accessible
• Develop and lead governance, standardization and lifecycle of knowledge management practices and articles
• Improve searchability, usability, and structure of knowledge content to support employee and manager self-service and AI consumption
• Partner with P&E SMEs to identify knowledge gaps and continuously improve operational documentation
• Support knowledge frameworks that enable AI-powered support tools, chatbots, and self-service capabilities

Employee Lifecycle & People Shared Services Support

• Partner with Total Rewards and People Shared Services teams to improve and optimize operational workflows, employee lifecycle processes and employee experiences through AI and automation initiatives
• Assist in identifying high-friction lifecycle moments and implementing automation and AI-driven solutions
• Participate in operational governance activities to ensure process consistency and compliance
• Manage and maintain process workflow and employee journey mapping while continuously improving across lifecycle stages, ensuring each stage is supported by accessible knowledge

Employee Experience & Service Delivery

• Manage and optimize the Employee Portal and Chatbot performance and experience
• Develop and maintain reporting related to service delivery, knowledge utilization, employee inquiries, case deflection, failed searches, and process effectiveness
• Monitor and analyze employee inquiries, case trends, and operational pain points to identify opportunities for operational efficiency and improved employee experience
• Help improve employee and manager self-service experiences through enhanced content, guidance, digital support tools, conversational design and intent mapping
• Support initiatives focused on improving responsiveness, consistency, and quality of P&E service delivery
• Contribute to service delivery optimization initiatives including case management, process improvements, and operational simplification and automation
• Establish and track KPIs related to lifecycle effectiveness, digital adoption, case resolution time and service delivery performance

HR Technology & Digital Enablement

• Partner with HRIS and technology teams to support P&E operational technology enhancements and process improvements
• Collaborating with Global HR and Transformation teams on technology roadmap and local implementation, while helping to influence for local needs
• Ensure global tools are well integrated locally and embedded into local employee lifecycles
• Assist with testing, documentation, and change management activities related to P&E operational systems and enhancements
• Contribute to automation and AI enablement initiatives by improving process structure, knowledge content, and operational readiness
• Support continuous improvement initiatives across Total Rewards & People Solutions teams
• Participate in projects related to operational transformation, digital enablement, and process optimization
• Drive adoption of HR Service tools across the organization, supporting training and communication efforts

What you bring:

• Strong analytical & diagnostic skills with an aptitude and passion for process improvement
• Ability to data mine and synthesize large amounts of data in different formats/structures and identify key trends
• Strong understanding of HR Operations/Shared Service models, Payroll, Employee Lifecycle processes
• Experience supporting operational process improvement, knowledge management, or employee experience initiatives preferred
• Data driven decision making and insights generation
• Process design and continuous improvement
• Cross functional collaboration and stakeholder management
• Project/time management with ability to meet stringent deadlines
• Experience with Workday and Report creation
• Customer centric mindset with a focus on simplifying experiences

Education:

Required: Bachelor's degree (Business, Computer/Data Science)

Desirable: Certifications in AI

Experience:

• 6 + years of previous experience in HR Operations, employee lifecycle management, shared services or HR technology
• Strong understanding of HR systems, case management tools, and knowledge management platforms
• Experience with digital employee experience design and self-service strategies
• Exposure to AI, automation, or chatbot or virtual agent technologies preferred
• Demonstrated ability to operate across regional teams and influence stakeholders
• Experience with process & workflow optimization, AI-enabled service delivery

Job Posting End Date:

Target Hire Date:
2026-08-03