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The VP, Employee Success People Services will lead a global team of high-performing professionals across Tier 1, and 2 services, driving operational excellence, scalability, and a premier employee experience. This leader will champion continuous improvement initiatives and leverage innovative technology—including AI-powered Agentforce—to redefine service delivery. Reporting to the VP of Employee Success Global Operations, this role will shape and execute a transformative shared services strategy that aligns with the organization’s growth and maturity.

As we evolve our operating model, the VP will optimize the integration of Tier 0 (self-service and automation), Tier 1 (initial employee interactions), and Tier 2 (specialized support) services while fostering collaboration with Centers of Expertise (COEs). This individual will drive results by delivering efficient and effective employee services globally.

Service Design and Optimization

• Establish and refine service standards for Tier 1, and 2 People Services, ensuring alignment with business needs and employee expectations.
• Drive adoption of AI Agentforce to enhance self-service capabilities and empower teams with intelligent solutions for complex inquiries.

Employee-Centric Service Delivery

• Build a seamless, integrated experience across all tiers of People Services to meet employees where they are with solutions tailored to their needs.
• Identify and implement innovative initiatives that enhance the employee journey while delivering measurable business impact.

Operational Excellence

• Lead operational reviews to ensure service levels and outcomes go above and beyond, addressing issues efficiently and in line with organizational policies.
• Analyze and act on data from all tiers to identify trends, resolve difficulties, and drive continuous improvement.

Collaboration And Relationship Building

• Partner closely with COEs and Employee Success Business Partners to align service delivery with broader ES (HR) strategies.
• Develop influential relationships with internal team members to deliver tailored solutions that drive organizational success.

Team Leadership And Development

• Manage, motivate, and coach a global team, instilling a culture of excellence, execution, and accountability.
• Invest in employee growth by providing coaching, feedback, and development opportunities across all tiers of service delivery.
• Continue to build and scale teams in hub locations including Mexico, Ireland and India.

Technology And Process Innovation

• Champion the integration of AI Agentforce and other technologies to enhance service capabilities and unlock efficiencies.
• Lead process improvement initiatives to improve efficiency, optimize resource allocation, and deliver exceptional service quality.

Resource Management

• Set priorities and allocate resources effectively across Tier 1, and 2 teams to meet global demands and achieve strategic objectives.
• Oversee issue resolution processes to maintain service continuity and high standards of employee satisfaction.

Required Qualifications

• Bachelor’s degree in Human Resources, Business Administration, or a related field.
• 10+ years of progressive HR experience, including building out shared services or HR operations roles.
• Proven success in managing Tier 0, 1, and 2 People Services functions in a global, matrixed environment.
• Expertise in HRIS systems, with strong preference for Workday experience.
• Demonstrated ability to create and operationalize a customer-centric vision, achieving buy-in and collaboration across multiple team members.
• Proven leadership experience, including building, developing, and inspiring high-performing global teams.
• Strong focus on employee development and a track record of fostering a culture of accountability and innovation.
• Comprehensive understanding of HR Shared Services models and best practices in a multi-country context.