OverviewThe People Services Manager leads the People Center team and is responsible for delivering an exceptional employee support experience across the organization. This role provides strategic and operational leadership for employee services, ensuring efficient, consistent, and employee-focused support through the effective use of people, processes, knowledge, and technology. The People Services Manager drives continuous improvement, service excellence, workforce planning, and digital enablement to enhance service quality, scalability, and organizational value.
Primary Responsibilities- Lead the People Center by establishing priorities, goals, performance standards, and service strategies aligned with organizational objectives
- Coach, develop, and engage a high-performing team while fostering a culture of accountability, collaboration, continuous learning, and employee advocacy
- Align staffing, resources, and capabilities to meet evolving business and employee needs
- Build strong partnerships with HR, business leaders, and key stakeholders to strengthen service delivery and employee support
- Design, manage, and continuously improve the end-to-end employee support experience
- Ensure accurate, consistent, timely, and employee-centered service delivery across all support channels
- Analyze employee feedback, service metrics, case trends, and root causes to identify opportunities to improve efficiency, effectiveness, and the employee experience
- Drive adoption of self-service capabilities and ensure the quality, accessibility, and maintenance of knowledge resources
- Simplify, standardize, automate, and optimize processes and workflows to improve operational efficiency and scalability
- Oversee the effective utilization of service technologies, including case management systems, telephony, virtual assistants, analytics, workflow tools, and system integrations
- Monitor operational performance and implement improvements to enhance productivity, service quality, and employee satisfaction
- Promote awareness and utilization of People Center services across the organization
- Identify and implement innovative solutions that increase the value, effectiveness, and reach of People Services
- Perform other job-related duties as assigned
Additional Primary ResponsibilitiesMinimum Qualifications- Bachelor's degree plus 5 years of experience; or an equivalent combination of education and experience
- Minimum 3 years of experience managing and developing a team in a customer service, HR operations, shared services, or employee support environment
- Advanced HR generalist knowledge across the employee lifecycle and core HR disciplines
- Demonstrated expertise in customer service operations, employee support, case management, and service excellence
- Strong understanding of operating models, resource planning, process improvement, and organizational priorities
- Ability to build business cases, assess costs, allocate resources, and apply financial insights to decision-making
- Technical aptitude to administer, support, and optimize technology solutions
- Experience leveraging technology solutions to support, optimize, and enhance service delivery
Physical Demands- Physical demands for a considerable amount of time include sitting and typing/keyboarding using a computer (keyboard, mouse, and monitor).
- Occasional to rare walking, bending, reaching, standing, and stooping, including periodic site/shop visits.
- May require occasional lifting/lowering, pushing, carrying, or pulling up to 20 lbs
