To help us keep pace in our transformation journey to build out best-in-class HR services at Mass General Brigham, we have created this new position focused on Customer Experience. Reporting to the Senior Vice President of HR Operations and Service Delivery, the Executive Director of Customer Experience is responsible to bring a consistent focus to Mass General Brigham’s HR Operations and Technology team’s service delivery and customer experience. This role will manage the collaboration across the HR Operations and Technology team and with key stakeholders and customers to enable the continued maturity of the HR Operating model, drive consistent execution of program and project activities, and advance a culture of continuous improvement through the identification of improvements and/or efficiencies with goal of delivering best-in-class customer experience.

• Collaborate internally and across the organization to promote a focus on efficiency, quality and optimization in HR Operations & Technology to deliver a best-in-class employee experience across our multi-tiered service delivery model.
• Develop and drive maturity of an internal QA/I program that utilizes Lean/Six Sigma practices, tools and methodologies while leveraging key performance metrics that helps measure performance against SLA’s, volumes, customer satisfaction & quality.
• Lead activities to derive insights from performance metrics and feedback and make adjustments to ensure HR Operations and Technology services are efficient, accurate, timely and promotes a culture of continuous improvement to support the employee value proposition.
• Establish standards and drive consistent use of HR Operations technology enablers by team members and help drive requirements and manage enhancement opportunities.
• Provide oversight to and support consistent planning and execution of major departmental program and project efforts to ensure successful completion.
• Own and manage vendor relationships, including SLA performance adherence, contract and invoice management and escalations.
• Develop and manage key operational controls and compliance activities and standards, to include business continuity and disaster recovery plans, operational standards, escalation process, audit requests, and operational standards.
• Support SVP, HR Operations & Service Delivery and other HR Operations senior leaders in the management of the cost centers that compose the HR Operations and Technology budget, to include oversight to regular budget reconciliation as well as annual budget planning process.

• Bachelors degree in related discipline and 12+ years of experience; or a Masters degree in related discipline and 10+ years of experience; or a relevant combination of education and experience.
• 7+ years of demonstrated leadership experience in HR Shared Services and/or Service Delivery in large complex organizations required.
• Strong knowledge of Lean and/or Six Sigma principles required; relevant certification preferred.
• Proven large program and project management experience required.
• Demonstrated experience managing third-party vendor relationships.
• Demonstrated experience leading transformation projects in business operations and providing oversight to further operational excellence.
• Strong knowledge of HR functional processes, HR systems, technologies, and compliance.
• Working knowledge of Workday, ServiceNow and automations preferred.
• Prior experience managing finance planning and budget-related activities preferred.