PSC (People Services Center) Manager

Responsibilities

In this role, you’ll:

• Oversee global tier 1 people-related work across the entire employee lifecycle 

• Lead and manage the People Services Center, setting direction, prioritizing work, enabling efficient execution and quality employee support 

• Evaluate and drive work transition opportunities from other People Team COEs (benefits, compensation, etc,) into the People Service Center.

• Work within core HR systems (PSP, Workday) ensuring data quality, audits, and reporting 

• Develop, oversee, monitor, and continuously seek improvement to HR operations service delivery standards and performance metrics for the team to ensure timely execution and process consistency. Design, improve, measure, and automate core processes, ensuring compliance with local laws and Twilio policies 

• Collaborate closely with other HR functions, Talent Acquisition, IT and other stakeholders to streamline cross-functional programs and processes  

• Management of external vendor relationships including contract negotiation, results attainment, and on-going partnership 

• Work closely as a critical strategic and operational partner with the People Operations leadership team other regional leaders on team roadmaps, team career development, prioritization of projects, and the overall people operations shared service model opportunity areas

• Represent HR Operations in corporate projects which require HR engagement and execution, as and when needed 

• Focus on excellent employee, partner, and stakeholder support, approaching everything with a problem-solving mentality and an operational perspective 

Required:

• Bachelor's Degree in Human Resources, Business, or related field

• 3+ years of experience in HR Operations; at least 1 years leading a team focused on operations, systems, data, or global processes and efficiency

• Nurtures team success and development through empowerment and accountability by modeling, coaching, and caring

• Ability to anticipate business needs, think proactively, and execute open communication with key partners 

• Experience establishing or transforming regional HR operational processes for a multinational technology company, integrating local practices with global policies and processes 

• Demonstrated experience establishing and improving processes, including design, build, rollout, and adoption to users and stakeholders 

• Experience operating in an HRIS and employee ticketing system as an HR administrator, HR partner, or as HR operations (Workday and ServiceNow preferred)

• Experience managing multiple projects concurrently, demonstrating a sense of urgency while achieving defined requirements  

• Exhibited balanced judgment, ability to leverage data for decisions, and experience handling sensitive and confidential information  

• Clear communication skills with the ability to concisely summarize a root cause problem, proposed solutions, project status, and performance metrics to People Operations leadership team or key stakeholders

• Experience managing HR transaction environment with global complexity

• Self-motivated individual with a strong sense of accountability that will thrive in a dynamic global team environment