Sr. Strategic Customer Operations Manager - Tooling

About the position:

As a Sr. Strategic Customer Operations Manager - Tooling, you will collaborate closely with key stakeholders from HR Operations and Enterprise Applications Team to optimizing Tools and Technology to drive efficiency gains and improve customer experience. This position requires strong communication, attention to detail and analytical abilities, as well as a deep understanding of global HR Operations, business processes and technology. The collaboration with Enterprise application tools will include but not limited to Zendesk and Intercom.

What you can expect to do:

• Conduct thorough analysis of existing business processes, systems, and workflows to identify pain points, inefficiencies, and areas for improvement.
• Connects business strategy and goals to technology optimization.
• Collaborate with senior leadership to identify efficiency optimization opportunities and align with Enterprise Applications team on roadmap of key initiatives.
• Partner closely with Enterprise Applications team on requirement refinement and UAT during the development of new features in operational tools.
• Manages execution and operational enablement of launch of new tool features and process.
• Supports the process for change management to drive the adoption.
• Tooling can include but will not be limited to Zendesk, Intercom, AI, and RPA.
• Reviews performance metrics against benchmarks and guides improvement initiatives
• Partners with functional leadership to refine requirements and set prioritization of improvements
• Collaborate with stakeholders to elicit, document, and prioritize business requirements for automation initiatives including country and regional-level business requirements at-scale.
• Conduct thorough analysis of existing business processes, systems, and workflows to identify pain points, inefficiencies, and areas for improvement as we automate EOR business.
• Enables Quality to work across the end-to-end processes to ensure gaps are mitigated and overall improvements are executed to ensure data/system integrity.
• Executes against quarterly and annual operational plans.

What we are looking for:

• 7+ years of operational excellence experience within an HR, customer service, strategy, consulting, or product management role.
• A clear understanding of how HR operations works in support of global professionals.
• Experience with tech Product Development Process (e.g., UX/UI design; business requirements; Agile)
• Experience supporting large scale transformational programs including foundational system infrastructure (SFDC, etc.) required.
• Experience working in enterprise B2B SaaS environment at a global scale preferred.
• Bachelor’s degree in human resources, business, or related field.
• Ability to work independently, prioritize tasks, and manage multiple projects simultaneously.
• Best-in-class people skills, with the ability to quickly build rapport and establish trust and understanding of customers, professionals, global partners, and cross-functional teams; natural ability to leverage relationships to drive growth.
• Strong communication and presentation skills; able to communicate with all levels effortlessly and effectively outstanding listener and empathetic.
• Has an unwavering business perspective when assessing situations and making decisions, with exceptional ability to understand how those decisions will impact the customer objectives.
• Demonstrates an ability to drive continuous improvement and innovation.
• Strong influencing skills (e.g., able to influence stakeholders about the key changes required in line with business needs)

Compensation

The annual gross base salary range for this position is $124,800.00 to $156,000.00.  Actual compensation for this position may vary and will depend on multiple factors including relevant qualifications, experience, education and geographic location. This position is also eligible for an annual bonus dependent on various factors, including and without limitation, individual and company performance in addition to base salary.

Benefits

G-P values its employees and offers excellent benefits and perks including generous paid parental leave, flexible time off, flexible spending accounts, medical Insurance, dental insurance, vision insurance, sabbatical after 5 years of service and more.

We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.

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