People Service Delivery Lead

The People Service Delivery (PSD) team's mission is to run an efficient, people-focused service delivery operation. Leading with care and empathy, we develop thoughtful processes, systems, and programs. We ensure employees feel heard and have the resources and support they need at the moments that matter most, so they can do the best work of their careers.

The People Service Delivery Lead sits at the intersection of people operations domain expertise and hands-on engineering. This role owns large-scale transformation programs end to end, and, unlike a traditional program role, also contributes to designing and building the solutions those programs depend on. This lead reads HR, payroll, and people-operations workflows fluently, identifies where the seams and inefficiencies are, and then helps architect tooling solutions that close them.

Working closely with leaders across People Operations, executive sponsors, engineering, and other key XFN stakeholders, this lead challenges assumptions and the status quo to improve processes, reduce barriers, and mitigate risks. Much of the work is greenfield: problems arrive without a playbook, and this lead defines the path as they walk it. This person does not need to have the “correct” answer to everything. What matters is the ability to quickly drive the conversation toward a productive solution by bringing together the right people, process, and technology, including building a working prototype when that is the fastest way to create clarity.

A key expectation of this role is to be an active driver of AI adoption and creative problem-solving in operations. This lead looks for opportunities to responsibly use AI and automation to reduce manual work, improve consistency, accelerate resolution times, and enhance the employee experience while ensuring strong governance, quality, and appropriate handling of sensitive information.

Own development, organization, and execution of large, complex business and operational programs from inception through delivery, own the program roadmap and scoping, making trade-offs to optimize time-to-release and clearly communicating goals, roles, responsibilities, and desired outcomes

Deliver tooling that removes manual effort from people operations workflows

Partner with Engineering to shape system design and technical direction, translating people operations needs into clear requirements

Participate in design and solution reviews, holding a high-quality bar for what the team ships

Deconstruct end-to-end employee lifecycle journeys (from hire through movement, leave, and exit) to identify seams, handoff failure points, and automation opportunities across teams and systems, then build the solutions that address them

Drive AI-enabled operational improvements, including identifying use cases for automation, workflow optimization, knowledge management, and case deflection, balancing efficiency with employee care and quality outcomes

Improve efficiency and quality of systems and operations through end-to-end process frameworks and optimization initiatives, and design the change management that drives adoption of new processes, systems, or tooling, including training and communication plans for all levels, locations, and XFN partners

Partner with HR Tech, engineering teams, and vendors to identify, build, and implement appropriate technology solutions; oversee system integration efforts and ensure smooth implementation

Identify, escalate, and mitigate program risks proactively rather than reactively

Move fluidly between audiences (SMEs, payroll leadership, engineering peers, and skip-level leadership), simplifying complex technical concepts for non-technical groups without losing precision, and maintaining open, candid, and trusting working relationships

Monitor stabilization of changes to ensure processes and systems are executed per design

Significant experience managing large-scale, global transformation or continuous improvement initiatives aimed at improving business processes, systems, and operations, with demonstrable business results

Domain knowledge of HR, payroll, or people-operations processes, or demonstrated experience ramping quickly into a complex operational domain

Experience designing or operating HR processes spanning multiple stages of the employee lifecycle (e.g., hire/onboarding, movement, leaves and time away, compensation and payroll events, and offboarding), with an understanding of how upstream decisions create downstream operational load

Experience operating independently through ambiguity, navigating competing and shifting priorities to maintain momentum, and delivering results in a detail-oriented, highly organized manner

Experience problem-solving using data, translating thorough examination and analysis into action

Experience working in an XFN environment: building relationships, consensus building, and motivating teams at all levels, technical and non-technical, to get colleagues onboard with the benefits of transformational change Experience in requirement analysis techniques and methodologies, and delivering business value through process improvement in a high-tech operations space

Experience understanding and facilitating change in a dynamic environment: handling challenges and pushback from senior stakeholders

Experience adhering to and implementing responsible, ethical AI practices (e.g., risk assessment, bias mitigation, quality and accuracy reviews)

Demonstrated ability to integrate AI tools to optimize/redesign workflows and drive measurable impact (e.g., efficiency gains, quality improvements)

Demonstrated ongoing AI skill development (e.g., prompt/context engineering, agent orchestration) and staying current with emerging AI technologies

Bachelor's degree in a technical, business, or operations discipline, or equivalent experience

Comfortable working in a modern web stack (TypeScript, React) environment and able to hold substantive technical conversations with engineering partners

Knowledge and understanding of the tech and software industry business models and core processes