Operations Associate

Operations Associate IV

(People Service Delivery Lead : Case Management)

8-10 years of experience required, 1 position available

Remote - CA or NY locations will be preferred

12 Months contract with possible extension

Description:

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 build efficient processes, systems, and programs that ensure employees feel heard and supported during the moments that matter most so they can do the best work of their careers.

Responsibilities

• Own complex case management and processes requiring advanced domain expertise, strong judgment, and structured troubleshooting
• Lead service governance & monitoring, supplier oversight, operational performance reviews, escalations management, and process/technology improvements across one or more large functional areas
• Drive AI-enabled operational improvement, including identifying use cases for automation, workflow optimization, knowledge management, and case deflection, balancing efficiency with employee care and quality outcomes
• Use creativity and data-driven thinking to reimagine service delivery, simplify employee journeys, and eliminate recurring friction points
• Facilitate global connection between regions to enable consistent, "follow-the-sun” execution and continuous improvement through partnerships, change management, reporting, and forecasting
• Partner cross-functionally to solve end-to-end operational challenges while navigating sensitivity, complexity, and ambiguity with professionalism and discretion
• Develop and maintain clear documentation (SOPs, playbooks, governance routines), and provide training/mentoring support within your scope
• Perform user acceptance testing for system enhancements/bug fixes, ensuring workflows function as intended and are operationally ready at launch
• Stay agile and adapt quickly to shifting priorities, re-assessing tradeoffs and focusing effort where it will have the greatest impact
• Continuously upskill across domains, tools, and emerging AI capabilities to strengthen operational excellence and influence

Minimum Qualifications

• 8 years of experience overseeing one or more service delivery functions (e.g., onboarding, offboarding, payroll, learning, benefits, transfers, etc.)
• Demonstrated ability to navigate competing and shifting priorities, execute in ambiguity, and maintain momentum in fast-changing environments
• Proven experience performing root cause analysis and delivering measurable outcomes (quality, speed, cost, employee experience)
• Strong communication skills, including simplifying complex topics and influencing stakeholders across levels
• Experience operating independently while supporting scalable ops strategy, planning, and execution during change and uncertainty
• Experience collaborating, influencing, and gaining alignment within a matrixed, cross-functional environment
• Experience driving transformational change across process, technology, and stakeholder groups
• Demonstrated interest in AI adoption and continuous improvement, with a track record of improving workflows and reducing manual effort (through automation, tooling, standardization, or process redesign)
• Preferred Qualifications
• Experience providing day-to-day oversight of supplier/vendor performance and governance routines
• Experience applying AI tools and automation approaches in an operations environment (e.g., knowledge workflows, case triage support, quality monitoring, reporting automation)
• Knowledge of the tech/software industry business models and core processes
• Bachelor's degree in business, operations, HR, consulting, or equivalent experience