Title: Operations Associate IV/ People Service Delivery Lead
Duration: 10+ Months
Locaation: Remote- NY or CA preferred
Role Summary
The People Service Delivery Lead is an individual contributor responsible for end-to-end governance, monitoring, complex case management, delivery performance, and continuous improvement across one or more large functional areas and supporting vendors. Within the Service Delivery & Oversight function, this role delivers regional, follow-the-sun service monitoring and governance, escalation management, and sensitive case resolution. This position serves as a central point of coordination within People Ops, partnering with cross-functional leaders to protect the health, integrity, and continuous improvement of the service delivery ecosystem. Ideal candidates will thrive in ambiguity, shift priorities seamlessly, and actively drive AI adoption and automation to reduce manual work, accelerate resolution times, and elevate the employee experience.
Key Responsibilities
Complex Case Management: Own complex case resolution and operational processes requiring advanced domain expertise, strong judgment, and structured troubleshooting.
Service Governance & Performance: Lead service governance, monitoring, supplier oversight, operational performance reviews, and escalation management across functional areas.
AI & Automation Initiatives: Drive AI-enabled operational improvements, identifying use cases for workflow optimization, knowledge management, and case deflection while balancing efficiency with quality outcomes.
Process & Journey Optimization: Reimagine service delivery through data-driven insights to simplify employee journeys and eliminate recurring friction points.
Global Alignment: Facilitate global connectivity between regions to enable consistent, follow-the-sun execution through partnerships, change management, reporting, and forecasting.
Cross-Functional Partnership: Collaborate across teams to resolve end-to-end operational challenges with discretion, professionalism, and high confidentiality.
Documentation & Training: Develop and maintain clear SOPs, playbooks, and governance routines, providing training and mentorship within your scope.
User Acceptance Testing (UAT): Perform testing for system enhancements and bug fixes to ensure operational readiness at launch.
Agile Execution: Rapidly adapt to shifting priorities, re-assessing tradeoffs to focus effort where it delivers the highest impact.
Qualifications
Minimum Qualifications
8-10 years of experience overseeing one or more service delivery functions (e.g., onboarding, offboarding, payroll, learning, benefits, transfers, etc.).
Demonstrated ability to navigate competing priorities, execute in ambiguous environments, and maintain momentum during change.
Proven experience performing root cause analysis and delivering measurable outcomes in quality, speed, cost, and employee experience.
Strong communication skills with a track record of simplifying complex topics and influencing stakeholders across all levels.
Experience operating independently while supporting scalable operational strategies, planning, and execution.
Proven collaboration and alignment-building skills within matrixed, cross-functional organization structures.
Demonstrated track record of driving process, technology, and stakeholder transformation.
Active interest in AI adoption and continuous improvement, with experience optimizing workflows and reducing manual effort (automation, tooling, standardization).
Preferred Qualifications
Experience managing day-to-day vendor/supplier performance and governance routines.
Hands-on experience applying AI tools and automation in an operations environment (e.g., knowledge workflows, case triage support, quality monitoring, reporting automation).
Familiarity with tech/software industry business models and core HR/people processes.
Bachelor's degree in Business, Operations, HR, Consulting, or equivalent practical experience.
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Spectraforce Technologies
Aug 13, 2026